Job Description

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

The Scheduling Analyst is part of the Customer Care Workforce team. The incumbent is responsible for creating schedules across different agent skill sets for in house Call Center agents as well as third party BPOs, that balance the needs of the agent with the needs of the department by utilizing Verint Workforce management application and self-developed excel based tools. Schedules for in house staff are produced on a regular rolling basis that meet skill set needs, training requirements, vacations, performance management /coaching sessions and service level requirements. Shift line requirements for 3rd party BPOs are also produced on a rolling basis and optimized for call arrival patterns and SL Objectives. You will be expected to proactively make scheduling recommendations to Operations Managers to improve Eastlink customer service levels and balance employee satisfaction. Real time adjustment of schedules and performing regular Intraday analyst duties is also a key portion of managing agent schedules.

Responsibilities:

• Through shift biding and rotation assignment, create, review, and revise full and part time agent schedules on a regular basis for each queue to achieve service level goals and maintain schedule conformance
• Ensure schedules accurately account for special circumstances such as training, huddles, and agent availability
• Work with the workforce management tools to determine accurate SL forecasts and scheduling needs in a multi-skill environment.
• Develop shift line requirements for a 3rd party BPO and share with them on a regular basis that is optimized for call arrival patterns. Service level objectives.
• Report on 3rd party BPO shift line conformance
• Analyze schedule efficiency to ensure the proper skills are scheduled and updates based on attrition to avoid schedule gaps.
• Manage agent vacation schedules including annual vacation bidding
• Work with the forecasting analyst to review and validate agent handle time, and shrink factors used in both forecasting and scheduling.
• Work with the Manager Workforce Optimization to understand 30-60-90 day volume and FTE forecasts and develop SL projections for the same time period.
• Provide regular reporting on agent productivity and schedule conformance to departmental management to ensure management has the information necessary to make the appropriate business decisions around staffing, training, agent performance
• Update Verint Workforce Management with approved schedule changes.
• Analyzing, evaluating, monitoring, and recommending staffing and scheduling recommendations.
• Coordinates all real-time unscheduled offline activities including training, meetings, coaching, etc.
• Monitors daily and real time service levels, representative availability, average handle time and call volume distributions as compared to forecast.
• Monitors real time activities related to staffing including shift trades and ad hoc training.
• Performs real time updates to workforce management software with service level impacting, real time activities, such as sick, late, absent, leave early, personal days.
• Meet with new hire classes to review scheduling and workforce management practices

Qualifications:

• 3-5 years of experience working in a scheduling role.
• Previous experience working within a customer service representative role considered an asset.
• Familiarity with common scheduling practices and contact center operations
• Experience in analyzing data and identifying trends as well as strong computer and analytical skills are required. (Microsoft Office - Word, Excel,)
• A passion for Customer Care and for realizing our vision of creating excellent and efficient customer service at Eastlink.
• A post-secondary degree in business considered an asset.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team "on the ground" not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!