Scheduling Lead, Workforce Management

About the role

You will own the end-to-end scheduling and optimization of the contact center workforce for Headway, ensuring the right agents are in the right place at the right time to serve patients and providers. This role involves building and maintaining a data-driven scheduling engine that balances service level targets with agent sustainability across a growing, multi-vendor operation. You will act as the central owner of demand forecasting, roster design, and schedule execution, leveraging both analytical rigor and cross-functional leadership. The position requires close collaboration with Real-Time Management and Capacity Planning to dynamically respond to volume and complexity while maintaining strict adherence to policy. You will also play a key role in shaping how AI tools are integrated into the scheduling workflow, ensuring automation supports human judgment rather than replacing it. This is a mission-critical function that directly impacts Headway's ability to scale efficiently while maintaining a high-quality care experience. By defining and driving scheduling strategy from the ground up, you will establish the foundation for how workforce management evolves across the entire Headway network.

Key facts

What you'll do

Build and publish agent schedules in Verint against an 8-week demand horizon, incorporating training classes, PTO, and overtime constraints.

Balance rigorous SLA targets with agent well-being by designing sustainable shift templates that reduce burnout and support long-term retention.

Own network-wide roster and headcount data for Headway's internal Core team and external CX partners, managing complex, high-variability shift patterns.

Reconcile scheduled hours against invoiced and productive BPO hours to maintain staffing spend accountability and operational control.

Handle exceptions such as time-off requests, agent swaps, and coverage gaps while partnering with Real-Time teams on intraday adjustments and adherence.

Drive scheduling-optimization strategy through multi-quarter project cycles, setting policy and standardizing templates to support scalable growth.

Adopt, test, and help shape AI-assisted scheduling tools, acting as the human-in-the-loop to govern automated drafts and refine outcomes.

Translate complex staffing metrics and trade-offs for agents and senior leaders, operating as a bridge between WFM, Operations, and network partners.

Define and evolve the end-to-end scheduling process for a growing contact center, creating playbooks and governance for future sites and service lines.

Partner closely with the WFM Manager, Real-Time Management, and Capacity Planning to ensure alignment on forecasts, coverage plans, and incident response.

Own schedule quality metrics and runbooks, ensuring accuracy, compliance, and continuous improvement across internal and BPO teams.

Lead cross-functional initiatives to improve data quality, tool usability, and scheduling workflows across the Headway technology stack.

Support the rollout of new lines of business and geographic expansions by adapting scheduling models to local demand and regulatory requirements.

Champion best practices in staffing math, occupancy, shrinkage, and coverage, embedding these principles into team training and documentation.

Promote a culture of transparency and trust by clearly communicating scheduling decisions, constraints, and opportunities to both agents and leadership.

Requirements

You have 3+ years of contact-center workforce management experience with direct ownership of scheduling and optimization.

You have hands-on experience in an enterprise WFM platform, with Verint strongly preferred and NICE IEX, Aspect, or Playvox also welcome.

You are fluent in staffing math, including occupancy, shrinkage, and coverage, and can defend scheduling decisions with clear data.

You have built complex, multi-shift rosters that consistently met SLA targets in a multi-vendor or BPO environment.

You are a strong translator who can bridge WFM and Operations, explaining trade-offs and policy to agents and senior leaders.

You are comfortable working autonomously, setting policy, and owning a function that is critical to both customer and provider experiences.

You are excited to build a scheduling function from scratch and to evolve it as Headway scales its care network.

You are open to using AI-assisted tools and willing to govern automated scheduling drafts to ensure quality, fairness, and adherence.

You are committed to maintaining agent well-being through sustainable shift design, fair exception handling, and data-driven trade-offs.

You are comfortable managing high-variability schedules while balancing competing priorities such as cost, coverage, and compliance.

You thrive in a fast-paced, mission-critical environment where accuracy, clarity, and ownership are essential.

You are able to communicate clearly and persuasively with both technical and non-technical stakeholders across distributed teams.

Nice to have

Experience in a regulated or healthcare-adjacent contact center environment where compliance and privacy are critical.

Background working with BPO partners and managing multi-site or multi-voice operations.

Familiarity with AI-assisted scheduling tools and a track record of testing or piloting automation in a workforce setting.

Practical notes

This is a full-time remote position.

The expected base pay range for this role is $99,280 - $146,000, with potential equity and benefits eligibility depending on level and location.

Benefits may include equity compensation, medical dental and vision coverage, HSA/FSA, 401K, work-from-home stipend, therapy reimbursement, 16-week parental leave, Carrot Fertility benefits, 13 paid holidays, flexible PTO, and an Employee Assistance Program.

No specific travel, visa, or application deadline requirements are stated in the source.