Scheduler
Quantrics Enterprises, Inc. is a people powered, captive BPO call center that focuses on providing best-in-world service to the customers of Canada’s top communications company. We believe in the power of the individual to create a better future for our customers, for our communities, and for ourselves.
Role Overview
Put your organizational skills to the test! As the Scheduler, you will be responsible for monitoring and managing the schedules of Quantrics’ team of agents.
A major part of your tasks is to ensure that agents are scheduled accordingly to meet our business requirements, thus enabling them to deliver superior customer service. To accomplish this, you will regularly meet with internal and external stakeholders, provide insight into future capacity, and ensure the delivery of all pre-planned offline activities. Also, a deep familiarity with local labor laws related to agent schedules is a major asset.
As the Scheduler, you will be expected to:
Forecast staffing needs throughout a constantly changing environment
Analyze volume patterns by gathering data from workforce management tools.
Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
Analyze call center trends to predict long-term and short-term staffing needs, as well as flag any changes that may impact resource allocation
Recommend solutions to scheduling conflicts and/or special scheduling requests
Work closely with the Operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
Work with Quantrics Operations Team and Client Intraday Team to identify, analyze, and mitigate issues affecting our ability to meet requirements
Monitor Agent Shrinkage and Attrition results to plan adequate capacity
Ensure that pre-planned activities are completed without impacting our ability to meet requirements
Production of ad-hoc and regular Schedule reporting
Be an expert and advocate on any and all factors affecting our agents satisfaction with schedules
What You Will Need:
Flexibility to work autonomously in a start-up environment, where constant change abounds
Experience with forecasting and scheduling in a call center is required
Experience working with call center reporting and metrics is required
Associates Degree in a related field (preferably with 1-3 years of experience)
Flexibility to work overtime based on the business needs of the department
Proficient with Microsoft Office
Customer service mindset – ability to address and resolve employee scheduling concerns
Experience with NICE Workforce Management is an asset
Fluent in the English language (both written and verbal)
Strong multi-tasking, prioritization, and time management skills are essential
Ability to work in a 24/7 rotating shift environment.
Night shifts may be required
Ability to operate independently, with the decision making skills needed in potentially high stress situations
Detail- and process-oriented mindset
Proactive and action-oriented with a proven ability to work with minimal supervision and direction
