Scheduling Lead, Workforce Management

About the role

Workforce Management keeps every patient and provider who contacts Headway answered on time — at a cost that falls as we scale. We forecast demand, schedule the people to meet it, and manage the day in real time across Headway's internal team and our BPO partners — with a growing agent support operation. We run it as a lean, senior, AI-empowered team: the mechanical work goes to the machine; judgment, exceptions, and relationships stay human.

You'll be Headway's first dedicated scheduler — the owner of a function responsible for building, optimizing, and publishing schedules that keep our contact center staffed to demand, govern rosters across the network. This critical work makes our staffing spend defensible and helps make sure we scale the workforce efficiently. You'll report to the WFM Manager and partner daily with our Real-Time and Capacity Planning leads.

Responsibilities

• Build and publish agent schedules against demand in Verint on an 8-week horizon — absorbing training classes, PTO, and overtime
• Balance rigorous SLA targets with agent well-being — design sustainable shift templates that reduce burnout and help us retain top talent
• Own network-wide roster and headcount data across Headway's internal (Core) and CX teams, including complex, high-variability shift patterns
• Reconcile scheduled hours against invoiced/productive BPO hours — the control that keeps staffing spend accountable
• Handle exceptions (time-off, swaps, coverage gaps) and partner with Real-Time on intraday adjustments and adherence
• Drive scheduling-optimization strategy through quarterly project cycles; set policy and standardize templates so the function scales with new sites and lines of business
• Adopt, test, and help shape AI-assisted scheduling — acting as the human-in-the-loop who governs automated drafts, which frees you to focus on higher-level optimization strategy

Requirements

• You have 3+ years in contact-center workforce management with direct ownership of scheduling
• You've worked hands-on in an enterprise WFM platform (Verint strongly preferred; NICE IEX / Aspect / Playvox welcome)
• You're fluent in staffing math — occupancy, shrinkage, coverage — and comfortable defending a number with data
• You've built complex, multi-shift rosters that held SLA, ideally in a multi-vendor or BPO environment
• You're a translator — the bridge between WFM and Operations — who can communicate the "why" behind the scheduling math and trade-offs to agents and senior leaders alike (you operate independently and set policy)
• You're excited to build a function from scratch and to work alongside AI tooling rather than around it

Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development

Pay

The expected base pay range for this position is $99,280 - $146,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.