Strategic Scheduling Specialist

3 days ago


Toronto, Ontario, Canada Finance Professionals Inc. Full time

Job Summary

We are seeking a highly skilled Strategic Scheduling Specialist to join our team at Finance Professionals Inc.

The successful candidate will be responsible for managing the scheduling aspects of our Contact Centres, ensuring efficient use of resources and minimizing customer abandonment rates.

About the Role

This is an exciting opportunity to work in a fast-paced environment, collaborating with cross-functional teams to drive business growth and improve operational efficiency.

Duties and Responsibilities

  • Manage time off requests, considering impact on service levels and informing management accordingly
  • Produce schedules for 1500+ Customer Service Officers on a weekly basis, utilizing simulation tools to determine FTE requirements based on monthly call volume forecasts
  • Adjudicate shift change requests, providing recommendations to management to ensure optimal resource allocation
  • Maintain and update the Contact Centre database to identify trends and improve performance

Requirements

  • 3+ years' experience in workforce management
  • 2+ years' experience with analysis
  • Experience working in a high-volume environment
  • Intermediate proficiency in Excel and beginner proficiency in PowerPoint

Preferred Qualifications

  • 2+ years' experience in a contact centre industry environment, with experience working with workforce management tools
  • Experience with Verint scheduling tool

Compensation and Benefits

The estimated salary range for this position is $65,000 - $85,000 per year, depending on qualifications and experience. We offer a comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) retirement plan.

About Us

Finance Professionals Inc. is a dynamic organization dedicated to delivering exceptional financial services to our clients. We foster a collaborative and inclusive work environment that encourages professional growth and development.



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