Workforce Management - Senior Scheduler
This role is strictly involved in business analysis, requirements documentation, and healthcare reference data support activities and does not involve direct access to Protected Health Information (PHI), Personally Identifiable Information (PII), or any secured or confidential client data. The work is limited to analysis of healthcare claims, reference code sets, and system configurations using governed datasets and does not include handling or processing of sensitive health or personal information.
You are responsible for supporting workforce scheduling and planning activities for Gainwell's Customer Experience (CX) operations. This role will be responsible for reviewing schedules and outcomes against tactical forecasts to optimize schedules .
This role resides within the Gainwell India organization and provides offshore workforce management support to CX programs across the enterprise. It is responsible for developing and maintaining workforce schedules that align staffing capacity with forecasted demand across both front-office and back-office CX operations.
What We're Looking For
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.
Core Skills & Capabilities
Workforce Scheduling & Planning Support
Develop and maintain workforce schedules that align staffing capacity with forecasted demand across CX operations.
Support scheduling activities for both front-office and back-office teams, ensuring appropriate coverage across skills, queues, and operational programs.
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.
Workforce Analytics & Tools
Analyze historical workforce and operational data to support scheduling decisions and staffing alignment.
Support reporting and data visualization activities that provide insight into staffing coverage, workforce utilization, and operational performance.
Utilize workforce management technologies, including Verint WFM and legacy tools such as NICE IEX and NICE CXone, to support workforce planning activities.
Collaboration & Support
Work closely with Workforce Management leadership, operations teams, and vendor partners to support enterprise workforce planning and scheduling needs.
Apply strong analytical and critical-thinking skills to support workforce optimization and operational decision making.
Support global delivery partnership needs while maintaining clear handoffs, documentation, and communication expectations.
What You Should Expect in This Role
Location: Gainwell India (Offshore Workforce Planning Support).
Shift: Night Shift (9-hour shift between 4:30 PM - 4:30 AM IST).
Regular collaboration with CX Operations, Capacity Planning, Workforce Management leadership, and vendor partners.
Opportunity to improve schedule execution, workforce utilization, and operational performance across enterprise CX programs
For 50 years, our nation’s federal Medicaid program has worked to improve the health, safety and well-being of America’s most vulnerable populations: low-income families, women and children, seniors, and those with disabilities. With positive health and cost outcomes that pierce inequities and impact economies, the success of these programs is inextricably tied to the prosperity of communities, individual states and the nation as a whole. We think that demands respect and, more importantly, is deserving of a lifetime commitment from innovators who can help those who operate within and around health and human services evolve — in any market at any stage. At Gainwell Technologies, that’s our sole focus.
Built across more than five decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet agencies, health plans and MCOs where they are on their modernization journeys and propel them into the future of public health. Our commitment to innovation, deep experience and ability to leverage insights from customers across 50 states has allowed us to expand on next-generation, cloud-enabled technologies.
Today, Gainwell offers one of the most comprehensive suites of scalable services and solutions on the market — all proven to deliver cost savings, better patient outcomes and an improved provider experience. Equally important to our expanding technologies and results: We bring ideas that bring policies to life.
