Remotely
schedulingoccupancyplayvoxverintshrinkagecoverage
Job Description
📋 Description
- Build and publish agent schedules against demand in Verint on an 8-week horizon
- Balance SLA targets with agent well-being; design sustainable shift templates
- Own network-wide roster and headcount data for internal and CX teams
- Reconcile scheduled hours against invoiced BPO hours
- Handle time-off, swaps, coverage gaps with Real-Time for intraday adjustments
- Drive scheduling optimization; standardize templates for growth
🎯 Requirements
- 3+ years in contact-center workforce management with scheduling ownership
- Hands-on with enterprise WFM platforms (Verint strongly preferred)
- Fluent in staffing math: occupancy, shrinkage, coverage
- Built complex multi-shift rosters with SLA, multi-vendor/BPO experience
- Translator between WFM and Operations; independent policy setting
- Excited to build a function from scratch and work with AI tooling
🎁 Benefits
- Diversity and inclusion commitment across race, gender, etc.
- Reasonable accommodations for applicants with disabilities
- Headway participates in E-Verify
- Official careers page for applications: headway.co/careers
