Workforce Management Scheduling Team Lead

📋 Description

• Own end-to-end scheduling for multiple lines of business.
• Translate forecasts and staffing into optimized schedules.
• Be POC for scheduling escalations and optimization opportunities.
• Lead weekly scheduling reviews; share data insights.
• Collaborate with Forecasting, Intraday, Operations, Vendors.
• Maintain docs and governance for scheduling processes.

🎯 Requirements

• 5+ years of Workforce Management in multi-channel contact centers.
• End-to-end scheduling management aligned to forecasts and SLAs.
• Hands-on with NICE IEX (or similar WFM systems).
• Strong analytical skills with Tableau, BI tools, and SQL.
• Experience with AI-driven optimization tools and automation.
• Advanced proficiency in Google Workspace or Excel for WFM analytics.

🎁 Benefits

• Cash compensation: $105,000 to $156,000 USD depending on location.
• Hybrid schedule with 2-3 days in-office per week.
• Offices in Denver, San Francisco, and New York City.
• Remote-friendly with flexible in-office requirements.
• Gusto is an equal opportunity employer; applicant privacy notice.