3-1-1 Workforce Scheduling Coordinator

**Requisition ID**:37630

**Company**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose & Function**

The Workforce Scheduling Coordinator works with a moderate to high degree of complexity in creating, maintaining, adjusting and coordinating the immediate and short-term contact centre employee schedules in order to meet service level requirements and budget compliance as established by management and according to department policies and applicable collective agreement provisions. The Workforce Scheduling Coordinator also reviews, verifies and ensures the accuracy of payroll information, including the efficient keying in of data to various scheduling and payroll systems.

**Key Contacts & Reporting Relationships**

The Workforce Scheduling Coordinator is a member of the operations team, reporting to the 3-1-1 Contact Centre Manager through the 3-1-1 Workforce Planning Team Lead. The role supports and provides service to the senior leadership team, contact centre agents, time-entry clerks and provides service to internal and external stakeholders to the contact centre.

**Specific Duties & Responsibilities**
- Allocates regular and auxiliary staff to effectively meet identified staffing and service level targets while adhering to budget compliance as established by management.
- Determines immediate and short-term staffing needs for periods up to 72 hours, considering seasonality, operational exigencies, employee skill-sets, training needs, off-phone activities, while minimizing costs and makes necessary adjustments in accordance with provisions of the collective agreement.
- Receives and processes various short-term pre-scheduled authorized leave requests.
- Reviews and recommends approval or denial of various leave requests, shift trades, shift giveaways and use of time-banks.
- Adjusts and updates approved adherence exceptions using workforce management software.
- Canvasses staff to fill or adjust shifts in order to meet service levels.
- Coordinates with management to meet scheduling demands related to recruitment, training, in-service activities, external work related duties, team meetings, performance review meetings, and other off-phone activities.
- Queues management, real-time adherence monitoring and re-skilling activities as required.
- Creates duty rosters and makes necessary adjustments for timekeeping purposes; maintains accurate staffing records.
- Schedules various shift patterns while considering appropriate coverage over all operating hours of the contact centre in a cost effective manner.
- Coordinates and adjusts staffing priorities cost effectively while maintaining call response standards.
- Responds to employee requests regarding schedules and timekeeping matters; refers matters to management as appropriate.
- Reconciles scheduling and payroll information in related systems; reviews and corrects exceptions and calculates shortfalls in all employee time banks.
- Runs various systems reports related to employee adherence to schedule, occupancy rates, conformance rates, shrinkage rates, attendance tracking, staff utilization, forecasts, payroll and time-tracking.
- Identifies any short, medium or long-term service level risks and reports to management.
- Creates proper contingency plans to ensure staffing remains as constant as possible during unplanned emerging events affecting City operations.
- Develops and delivers in-service training or update meetings with staff as required.
- Other duties/responsibilities as assigned.

**Qualifications**

Education and Experience:

- Completion of the twelfth school grade including education related to payroll compliance, accounting, business administration, data analytics, intraday analysis or equivalent combination of directly relatable education, training and experience.
- Certification as a workforce management administrator is preferred
- Considerable experience in workforce coordination, scheduling, intraday or data analysis experience in a large organization.

Knowledge, Skills and Abilities:

- Working knowledge of CISCO UCCE telephony systems, version 12.X or higher.
- Advanced knowledge of Microsoft Excel including creating pivot tables, data search and comparison techniques, conditional tests and macros.
- Working knowledge o