Workforce Management - Senior Scheduler

Workforce Management - Senior Scheduler

Workforce Management - Senior Scheduler 

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 supporting workforce scheduling and planning activities for Gainwell's Customer Experience (CX) operations. This role will be responsible for reviewing schedules and outcomes against tactical forecasts to optimize schedules .
This role resides within the Gainwell India organization and provides offshore workforce management support to CX programs across the enterprise. It is responsible for developing and maintaining workforce schedules that align staffing capacity with forecasted demand across both front-office and back-office CX operations.

What We're Looking For
Bachelor's degree or equivalent combination of education and experience.
Minimum 4 years of workforce management experience supporting inbound contact center operations.
Experience supporting workforce scheduling or workforce management functions in a contact center environment.
Strong analytical and critical-thinking skills with the ability to interpret operational data and translate insights into workforce planning actions.
Experience working with workforce management tools such as Verint WFM preferred; NICE IEX knowledge may be useful during transition.
Ability to manage multiple priorities in a fast-paced operational environment.


Core Skills & Capabilities
Workforce Scheduling & Planning Support
Develop and maintain workforce schedules that align staffing capacity with forecasted demand across CX operations.
Support scheduling activities for both front-office and back-office teams, ensuring appropriate coverage across skills, queues, and operational programs.
Partner with CX Operations and Capacity Planning teams to translate staffing plans and forecasts into executable schedules.
Support schedule optimization, shift adjustments, and coverage planning to maintain alignment with service-level objectives.
Monitor workforce data and scheduling performance to identify opportunities for improved workforce utilization and operational efficiency.


Workforce Analytics & Tools
Analyze historical workforce and operational data to support scheduling decisions and staffing alignment.
Support reporting and data visualization activities that provide insight into staffing coverage, workforce utilization, and operational performance.
Utilize workforce management technologies, including Verint WFM and legacy tools such as NICE IEX and NICE CXone, to support workforce planning activities.


Collaboration & Support
Work closely with Workforce Management leadership, operations teams, and vendor partners to support enterprise workforce planning and scheduling needs.
Apply strong analytical and critical-thinking skills to support workforce optimization and operational decision making.
Support global delivery partnership needs while maintaining clear handoffs, documentation, and communication expectations.


What You Should Expect in This Role
Location: Gainwell India (Offshore Workforce Planning Support).
Shift: Night Shift (9-hour shift between 4:30 PM - 4:30 AM IST).
Regular collaboration with CX Operations, Capacity Planning, Workforce Management leadership, and vendor partners.
Opportunity to improve schedule execution, workforce utilization, and operational performance across enterprise CX programs

 

Experience Level

Senior Level