Real Time Scheduling Agent

Reporting to the Team Lead of Resource Planning, this position provides real time employee support, scheduling, and post coverage compliance assurance for a multi-departmental, 24/7 service delivery organization consisting of over 1,000 plus employees. In coordination with a larger Resource Planning team, the Real-Time Agent manages inbound/outbound contacts, analyzes recent vacancies and Adhoc requests and proficiently adjusts shift coverage to optimize a schedule that meets operational need and adheres to the Scheduling Analyst’s plan for meeting client/customer contract requirements.

**Duties**
- Proactively ensures personal knowledge of contractual responsibilities across all divisions and actively researches solutions that adhere to all scheduling requirements when accepting absence requests and assigning shifts.
- Works effectively as both part of a team or when working independently.
- Creates and maintains a positive experience during all interaction with RP by handling every query with speed, accuracy, and professionalism.
- Processes absence requests and secures coverage for last-minute vacancies.
- Ensures all openings due to any kind of absence are filled and communicated to appropriate parties.
- Accurately inputs data (i.e., work hours, shift changes and employee information) into the ERP scheduling tool when revisions or updates are required.
- Works in partnership with the Scheduling team.
- Communicates job requirements, duties, post orders, etc. to guards when assigning them to specific posts.
- Accepts and coordinates temporary work from clients on behalf of ASP and ensures work orders are communicated to senior management.
- Demonstrates ability to work effectively with all employee groups, building partnerships at all levels of the organization.
- Maintains, updates, and transmits reports and structured communication (i.e., open shift lists) to specific operations team and/or client as per requirements.
- Escalates urgent concerns and issues to appropriate parties including system and program outages.
- Provides feedback on the efficiency and effectiveness of the employee schedule process to supervisor or management.
- Reports non-compliance to company policies, procedures, and or violations to management when applicable.

**Education and Experience**
- Must be a High School Graduate and possess a Grade 12 High School Diploma (GED) or acceptable equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company.
- Previous experience in a customer service, administrative or workforce management role in a fast-paced 24/7 operational and/or service delivery environment (preferred).
- Experience using scheduling software and telephony systems preferred.
- Proven Microsoft Office skills, including Outlook, Word, Excel, PowerPoint, Project, SharePoint.

**Skills, Abilities and Personal Suitability**
- Excellent written and oral communication skills and a positive, friendly, approachable, and highly collaborative attitude.
- Strong influencing, negotiation, and conflict resolution skills.
- Advanced problem-solving, analytical, and conceptual thinking skills.
- Detail/Results oriented with high standards for accuracy and quality output.
- Motivated, self-directed, and responsive to change - able to balance a hybrid work environment logging in for your shift either remotely from home or from the office.
- Flexible and adaptable, available to work shift work including days, evenings, nights, and weekends.

**Job Types**: Full-time, Permanent

**Salary**: $18.50-$20.00 per hour

Additional pay:

- Bonus pay
- Overtime pay

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Vision care

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift

**Experience**:

- Call Center, Dispatch or Scheduling: 1 year (preferred)
- Administrative experience: 1 year (preferred)