IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
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
- 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
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