Senior Workforce Management Scheduler - Remote CA

Gainwell Technologies; West Sacramento (CA); Remote; USD 69,000 - 99,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies seeks a Senior Workforce Management Scheduler to ensure timely staffing that meets customer demand and service goals. You will develop, maintain, and optimize schedules while balancing forecasted demand, staffing availability, and business requirements.

You will partner with Forecasting, Capacity Planning, Real-Time Adherence, Operations, Training, Quality, and global delivery teams to identify coverage risks, optimize schedules, and provide recommendations to improve

Qualifications

• Bachelor's degree or equivalent education and experience.
• Experience with workforce scheduling and analytics.
• Knowledge of Verint scheduling functionality.

Responsibilities

• Develop and maintain workforce schedules based on forecasted demand and constraints.
• Assign and optimize schedules considering shifts, preferences and obligations.
• Identify coverage gaps and recommend adjustments before service impact.
• Balance breaks, training, meetings and offline activities for coverage.
• Coordinate with Operations, Training and Quality to schedule offline activities.
• Manage schedule changes due to staffing availability and priorities.
• Review schedule quality and staffing alignment for improvements.
• Align schedules with forecasted and real-time workforce needs with partners.
• Use Verint, Excel and reporting tools to improve accuracy and utilization.

Skills

Verint scheduling

Microsoft Excel

Operational reporting

NICE experience

Analytical thinking

Written and verbal communication

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Verint

Excel

Job description

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Date: Aug 22, 2026

Location: West Sacramento, CA, US, 95605-1630 Any city, CA, US, 99999

Work Mode: Virtual (Exception only)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Senior Workforce Management Scheduler, you will ensure the right people are scheduled at the right time to meet customer demand and operational service goals. You will develop, maintain, and optimize workforce schedules while balancing forecasted demand, staffing availability, employee needs, and business requirements.

You will partner with Forecasting, Capacity Planning, Real-Time Adherence, Operations, Training, Quality, and global delivery teams to identify coverage risks, optimize schedules, and provide recommendations that improve workforce efficiency and service performance.

Your role in our mission

• Develop and maintain workforce schedules based on forecasted demand, staffing requirements, shrinkage assumptions, skill requirements, business rules, and operational constraints.
• Assign and optimize schedules while considering shift bids, employee preferences, contractual obligations, labor requirements, and account-specific needs.
• Identify scheduling gaps, overstaffing, understaffing, and coverage risks and recommend adjustments before they impact service performance.
• Optimize breaks, lunches, training, coaching, meetings, and other offline activities to maintain appropriate coverage.
• Partner with Operations, Training, and Quality teams to schedule offline activities while balancing employee development and service-level requirements.
• Manage schedule changes resulting from staffing availability, approved time off, business priorities, and changing operational requirements.
• Review schedule quality, staffing alignment, and recurring coverage issues and recommend improvements to scheduling practices and planning assumptions.
• Partner with Forecasting, Capacity Planning, RTA, Operations, and global delivery teams to align schedules with forecasted and real-time workforce needs.
• Use Verint, Excel, and workforce reporting tools to improve scheduling accuracy, efficiency, and workforce utilization.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years of experience in workforce management, workforce scheduling, contact center operations, operational planning, analytics, or a related customer experience function.
• Demonstrated experience independently managing workforce scheduling activities and identifying opportunities to improve staffing coverage and schedule effectiveness.
• Experience with schedule generation, schedule maintenance, shift assignment, and offline activity planning.
• Experience supporting complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
• Working knowledge of Verint scheduling functionality, Microsoft Excel, and operational reporting.
• NICE experience is beneficial.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with the ability to explain scheduling risks, tradeoffs, and recommendations to operational partners.
• Experience working across U.S. and global delivery teams or complex cross-functional operational environments preferred.

What you should expect in this role

• Remote position supporting business needs across U.S. time zones and global delivery partnerships.
• Regular collaboration with Operations, WFM, Forecasting, Capacity Planning, RTA, Training, Quality, Reporting, Technology, and other cross-functional teams.
• Work with workforce schedules, staffing requirements, forecasted demand, and operational constraints to maintain appropriate coverage.
• Balance service-level requirements with employee schedules, offline activities, staffing availability, and changing business needs.
• Opportunity to influence scheduling practices, staffing utilization, and workforce planning through data-driven recommendations.
• Opportunity to improve workforce efficiency, service performance, and customer experience outcomes.

#LI-REMOTE

#LI-MA1

The pay range for this position is $69,100 - $98,700 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.