This small operations service center supporting FPL field operators has 10 employees working a 168-40 or a 42 schedule. Shifts range from 8-10-12, multicrew, unbalanced, both fixed and rotating. Days off are unpredictable and overtime is both voluntary and mandatory depending on circumstances. COVID-19 moved workers remote, but we were hired to bring stability and predictability to the schedule to increase efficiency and improve employee engagement.