Remote WFM Manager: Scheduling & Real-Time Ops Lead

F-Prime Capital; United States; On-site; USD 141,000 - 151,000; Full time

Job summary

HealthEdge is seeking a Manager, Workforce Management (Remote, US) to lead a WFM Scheduling team across Contact Center and Back Office operations. You will own scheduling publication, intraday monitoring, and workload management while partnering with operations leaders to meet SLA and TAT commitments.

The role requires 5+ years in WFM with 2+ years of direct leadership, and hands-on experience with Verint, NICE, and Genesys.

Qualifications

• 5+ years of progressive experience in workforce management, scheduling or real-time analysis.
• 2+ years of experience directly managing a team of WFM analysts or schedulers.
• Hands-on experience with WFM scheduling and real-time monitoring platforms (e.g., Verint, NICE, Genesys).
• Strong knowledge of scheduling policy design and regulatory TAT requirements.
• Proven ability to escalate and make fast decisions during intraday variances.

Responsibilities

• Lead and develop a team of WFM Analysts supporting both Contact Center and Back Office operations.
• Oversee production and publication of schedules across functions to meet coverage and SLA/TAT goals.
• Oversee real-time intraday monitoring and establish escalation playbooks.
• Manage Back Office workload distribution and queue management with regulatory deadlines.
• Establish reporting cadence and monitor key WFM metrics.

Skills

WFM scheduling

Team leadership

Real-time monitoring

Tools

Verint

NICE

Genesys

Job description

HealthEdge is seeking a Manager, Workforce Management (Remote, US) to lead a WFM Scheduling team across Contact Center and Back Office operations. You will own scheduling publication, intraday monitoring, and workload management while partnering with operations leaders to meet SLA and TAT commitments.

The role requires 5+ years in WFM with 2+ years of direct leadership, and hands-on experience with Verint, NICE, and Genesys.