🛠 Tech Stack

💼 About This Role

You'll own the day-to-day scheduling engine for our Customer Experience team, building and maintaining agent schedules to meet SLAs. You'll serve as the operational backbone, managing PTO, exceptions, and real-time intraday adjustments. This role is ideal for someone who loves precision and takes pride in building reliable processes from the ground up.

🎯 What You'll Do

• Build and publish weekly agent schedules across all CX channels
• Manage PTO requests, schedule changes, and exceptions against SLA goals
• Administer shift bids and scheduling governance processes
• Maintain staffing plan accuracy and reconcile scheduled headcount weekly

📋 Requirements

• 3+ years of WFM scheduling in a CX or contact center environment
• Deep experience with WFM software (Assembled, Calabrio, Verint, NICE or similar)
• Strong proficiency in Google Sheets or Excel for analysis outside WFM system
• Track record of keeping high-volume scheduling accurate under pressure

✨ Nice to Have

• Familiarity with payroll systems and hourly time-tracking (e.g., Gusto, Workday)
• Exposure to healthcare, marketplace, or other regulated industries

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Health insurance
• 💰 Competitive salary
• 📈 Equity
• 🏠 Remote work