Scheduling Specialist

About the Job

We’re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.

As Scheduling Specialist, You Will…


Assist with schedule and tracker management to ensure that all schedules are generated properly
Identify customer contact trends to ensure appropriate resources are utilized
Manage schedule information for new and existing employees in multiple locations using a workforce software program
Ensure employee information is accurately entered and maintained on an ongoing basis
Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals
Work closely with the Operations Team to ensure availabilities are conducive to the business needs


As Scheduling Specialist, You Have…

A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)
Experience with workforce management systems (asset)
Advanced knowledge of Microsoft Excel (asset)
Knowledge of contact center operations, functions and business processes
Strong technical, analytical and problem solving skills
Superior attention to detail with an eye for accuracy
The ability to adapt to change in an innovative and fast paced environment
Strong organizational skills and the ability to follow through on projects
Excellent written and verbal communication skills
The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment