Summary

What you’ll be doing (ie. job duties): 

1. Create and maintain the schedules of individuals or teams including Shift Bid.
2. Maximizing efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, time-offs, break planning, proactively ensuring sufficient coverage at all times.
3. Balance the availability and resources to ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines.
4. Partnering with the Capacity Planning and Operations team to address any schedule/staffing and performance gap.
5. Closely working with RTAs to ensure agent adherence & productivity is controlled & action is taken where appropriate.
6. Maintaining the internal roster to properly account any leavers that will require additional account requests.
7. Work across department leaders to champion continuous process improvement.
8. Reviewing the schedules/IDP created by co-schedulers before releasing it.
9. Partnering with the Real Time Manager in identifying areas for improvements to workforce productivity, modifications of existing process and initiating new projects. Default POC when Manager is not available.

What we look for in you (ie. job requirements):

1. Passionate about delivering an excellent Customer Experience
2. Minimum of 1 year of relevant experience in Workforce Management / Operations
3. Expertise in scheduling, reporting and has background in real time management and capacity planning
4. Proficient in the use of workforce management tools
5. Able to work with large amounts of data to identify trends and patterns.
6. Specialist in spreadsheet tools like Google Sheet.
7. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
8. Excellent written and verbal communication skills required
9. Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance

Nice to haves:

1. Experience using BI tool such as Looker and Salesforce
2. SQL experience a plus
3. Experience meeting with and presenting information to senior leadership.

Skills

• Communications Skills
• SQL
• Team Collaboration