Scheduling Lead, Workforce Management

Headway
United States
Workplace: RemoteFull timeUSD 99,280 - 146,000 annuallyFunction: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["Communication","Data-driven decision making","Independent execution","Exception handling","Staffing optimization"]

Own workforce management scheduling for Headway’s contact center, building and publishing agent schedules against demand over an 8-week horizon. Balance SLA targets with sustainable shift templates that support agent well-being. Manage network-wide roster and headcount data across internal teams and BPO partners, reconcile scheduled hours to invoiced BPO hours, handle coverage exceptions, and lead quarterly scheduling-optimization cycles while partnering with real-time and capacity planning leads.

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Headway
Headway
1 day ago

Scheduling Lead, Workforce Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own workforce management scheduling for Headway’s contact center, building and publishing agent schedules against demand over an 8-week horizon. Balance SLA targets with sustainable shift templates that support agent well-being. Manage network-wide roster and headcount data across internal teams and BPO partners, reconcile scheduled hours to invoiced BPO hours, handle coverage exceptions, and lead quarterly scheduling-optimization cycles while partnering with real-time and capacity planning leads.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Build and publish agent schedules in Verint over an 8-week horizon, accounting for training, PTO, and overtime.
  • •Balance SLA targets with agent well-being by designing sustainable shift templates to reduce burnout and improve retention.
  • •Own network-wide roster and headcount data across internal and CX teams, including complex high-variability shift patterns.
  • •Reconcile scheduled hours against invoiced/productive BPO hours to keep staffing spend accountable.
  • •Handle scheduling exceptions and drive quarterly scheduling-optimization strategy, including adopting and governing AI-assisted scheduling drafts.

Pay and Benefits

Salary: USD 99,280 - 146,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionHsa401kParental LeaveEquityEapLearning Budget

Key Requirements

  • •3+ years in contact-center workforce management with direct ownership of scheduling.
  • •Hands-on experience in an enterprise WFM platform (Verint strongly preferred; NICE IEX / Aspect / Playvox welcome).
  • •Proficiency with staffing math (occupancy, shrinkage, coverage) and ability to defend numbers with data.
  • •Experience building complex, multi-shift rosters that met SLA requirements, ideally in multi-vendor or BPO environments.
  • •Strong communication to translate the “why” behind scheduling math and trade-offs to agents and senior leaders, operating independently to set policy.
Experience:3+ yearsContact centerWorkforce managementBPO
Skills:CommunicationData-driven decision makingIndependent executionException handlingStaffing optimization
Tech Stack:VerintNICE IEXAspectPlayvoxAI

Company Brief

Headway
Headway is a technology-driven mental health platform that connects patients with licensed therapists and streamlines insurance-based mental healthcare access for providers and practices across the United States.
Industry: Mental Health
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: New York, United States
Founded: 2017
Website