Scheduling Analyst

2 weeks ago

Richmond Hill, Canada York Region Full time

**Job Description**:
**POSITION PURPOSE**

This position is responsible for ensuring staff work schedules are in line with the needs of the Public Works contact centre including schedules for the Customer Service Representatives, Customer Service Ambassadors, Customer Relations Coordinators and the casual administrative pool. This position is also responsible for analyzing real time as well as historical data and using available workforce management (WFM) and scheduling tools to maximize resource efficiency and achievement of established KPIs; monitoring intraday performance and reassigning staff to ensure coverage.

**MAJOR RESPONSIBILITIES**
- Coordinates the distribution of work tasks using work queues to support the contact centre, ensuring adequate coverage for each line of communication including at transit terminals. reception desks as well as the kiosks.
- Maintains and communicates staff work schedules; manages staff unplanned absences and scheduled time off by approving the time off requested based on operational need and schedules staff from the casual pool using WFM, established process and protocols as well as adhering to the collective agreement.
- Collects, validates, and analyzes contact centre data, both real time and historical data, to ensure that contact centre KPIs are achieved, and builds accurate staffing forecasts.
- Collects/creates new schedules to determine and forecast impact to service levels when new programs are on boarded or due to operational impacts, such as inclement weather, service changes, and other significant events impacting service delivery.
- Provides real time monitoring to make intraday adjustments to maximize resource efficiency and achieve service level goals and business objectives.
- Schedules team meetings and huddles minimizing impact to the contact centre KPI; schedules one on one, training sessions, offline activities, etc.
- Works with the Supervisor to schedule Statuary Holiday shifts
- Responds to inquiries and resolves concerns, as appropriate.
- Performs other duties as assigned, in accordance with Branch and Department objectives.
- May occasionally be required to respond to emergency situations outside of normal business hours, as related to the Departmental Emergency Plan.

**QUALIFICATIONS**
- Successful completion of a College Diploma in Contact Centre Operations or approved equivalent combination of education and experience.
- Minimum three (3) years demonstrated experience scheduling employees in a high-volume multi-channel, call centre/contact centre environment, using Work Force management tools (such as Verint, Purple Pumpkin) for analyzing, forecasting, and scheduling staffing.
- Thorough understanding of scheduling software/techniques/methods for a call centre environment.
- Demonstrated ability in Region’s core competencies.

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