Senior Scheduler

Gainwell Technologies

Workforce Management Senior Scheduler responsible for scheduling and planning activities for Gainwell's CX operations. Review schedules and optimize staffing alignment with demand forecasts.

Posted 7/21/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce scheduling and planning within contact center operations, utilizing analytical skills to optimize staffing and improve operational efficiency. Proficient in managing multiple priorities in a fast-paced environment while aligning workforce capacity with demand forecasts.

Highest-signal resume keywords

Workforce Management ExperienceContact Center OperationsAnalytical SkillsWorkforce Scheduling ToolsOperational Efficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce SchedulingWorkforce PlanningData AnalysisForecastingSchedule Optimization

Soft Skills

Critical ThinkingMulti-Priority Management

Tools & Technologies

Verint WFMNICE IEX

Industry Keywords

Customer ExperienceInbound Contact CenterOperational DataService-Level Objectives

About the role

Key responsibilities & impact

Responsible for supporting workforce scheduling and planning activities for Gainwell's Customer Experience (CX) operations.
Responsible for reviewing schedules and outcomes against tactical forecasts to optimize schedules.
Develop and maintain workforce schedules that align staffing capacity with forecasted demand across both front-office and back-office CX operations.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Regular collaboration with CX Operations, Capacity Planning, Workforce Management leadership, and vendor partners.