Senior Scheduling Specialist

  About the Job   We’re looking for a Senior Scheduling Specialist to join our team. In this role, you will collaborate closely with both our Operations and Workforce Management Teams to ensure the accuracy of original schedules aligns with forecasted work volume. Additionally, this position will be responsible for ongoing analysis and the continuous improvement of our scheduling processes.   As Senior 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 the efficient scheduling of resources, meeting service level and productivity goals. Work closely with the Operations Team to ensure availabilities are conducive to the business needs.   As Senior Scheduling Specialist, You Need…   A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered). 2 years of workforce management experience. Experience with workforce management systems Proficiency in IEX software and related tools. 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.