[Hiring] Workforce Management - Scheduling @Gainwell Technologies LLC

Role Description

This role is strictly involved in business analysis, requirements documentation, and healthcare reference data support activities and does not involve direct access to Protected Health Information (PHI), Personally Identifiable Information (PII), or any secured or confidential client data. The work is limited to analysis of healthcare claims, reference code sets, and system configurations using governed datasets and does not include handling or processing of sensitive health or personal information.

You are responsible for ensuring that the right people are in the right place at the right time by creating, assigning, maintaining, and optimizing schedules that support forecasted demand and operational service goals.

This role supports:

• Schedule generation
• Schedule assignment
• Break and lunch optimization
• Offline activity planning
• Schedule maintenance
• Compliance with business rules, labor requirements, and operational constraints

It partners closely with:

• Forecasting
• RTA
• Operations
• Training
• Quality
• Global delivery teams

To ensure schedules remain accurate and actionable.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 6-8 years of workforce management, contact center, operational planning, reporting, analytics, or related customer experience operations experience.
• Demonstrated capability in supporting assigned work accurately, following established processes, and identifying risks early.
• Experience supporting workforce scheduling, schedule maintenance, and offline activity planning activities in complex, multi-site, omnichannel, back-office, healthcare, insurance, or BPO service environments.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with the ability to explain workforce insights to operational and non-technical audiences.
• Experience working in hybrid U.S./global delivery models or cross-functional operational environments.
• Working knowledge of Verint scheduling functionality, Excel, and operational reporting; NICE knowledge may be useful during transition.
• Good to have tool exposure: NICE IEX, Verint, CxOne, AWS etc.

What you should expect in this role

• Remote role able to support across U.S. time zones and global delivery partnership needs.
• Regular collaboration with operations, WFM, training, quality, reporting, technology, and Finance partners as appropriate.
• Opportunity to improve service performance, workforce planning discipline, operational credibility, and customer experience outcomes.