As the first dedicated scheduler for the Workforce Management team, the full-time remote Scheduling Lead will build, optimize, and publish agent schedules to ensure efficient staffing that meets demand while balancing agent well-being and operational goals. Key responsibilities Build and publish agent schedules in Verint, accommodating training, PTO, and overtime over an 8-week horizon Own network-wide roster and headcount data, managing complex shift patterns and ensuring adherence to rigorous SLA targets Drive scheduling optimization strategy through project cycles, setting policies and standardizing templates for scalability Required qualifications 3+ years of experience in contact-center workforce management with direct scheduling ownership Hands-on experience with enterprise WFM platforms, preferably Verint Fluency in staffing metrics such as occupancy and shrinkage, with a strong ability to analyze and defend data Experience in building complex, multi-shift rosters in a multi-vendor or BPO environment Ability to communicate effectively between WFM and Operations, translating scheduling strategies to both agents and senior leaders