Job Description

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Scheduling Coordinator

Are you passionate about customer service? Looking to build your career in an exciting industry and a growing world-class organization? Come see why so many of our team members recommend us to their friends!

Who are we?

Rentokil Canada Corporation is a part of a family of companies pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.

Responsibilities

What do our Scheduling Coordinators do?

The Scheduling Coordinator is a key strategic position focused on the adequate planning and tracking of employee time and attendance. They will be responsible for creating, publishing and maintaining schedules for all Customer Service Representatives in support of excellent customer service, financial efficiency and colleague work life balance for the Customer Service Center (CSC). This includes accurate reflection of current shift hours and rotation, planned off phone activities such as team meetings, trainings, holidays, vacations, system issues, unplanned absences, and more. The Scheduling Coordinator will have ownership over shift bidding, extra hours and overtime bidding, backfill, identifying and filling coverage gaps, and off phone planning. This includes leadership over the tracking and administration of the attendance policy within the Customer Service Center.

Responsibilities include, but are not limited to;

• Communicate with internal colleagues via phone, chat and email.
• Maintain all CSC shift positions, filled and vacant.
• Utilize Workforce Management (WFM) scheduling software to accurately account for colleagues' scheduled work time.
• Process schedule exceptions within the WFM software.
• Retrieve WFM attendance line voicemails, update schedule and track attendance.
• Process time off requests compliant with department policies and procedures.
• Track attendance for all CSC colleagues.
• Manage the optimization of scheduled rest breaks and meal periods in WFM software.
• Determine vacancy and recommend shifts for new hire classes.
• Plan, offer, and assign overtime when needed to meet staffing requirements (Mandatory and Voluntary).
• Generate colleague schedules within the WFM software.
• Maintain colleague database to accurately track and reflect current CSC headcount and status.
• Manage and execute schedule bidding process, offering new shifts to all colleagues per established guidelines, when entering peak and non-peak season.
• Create a schedule for routine meetings (monthly supervisor team meetings, weekly huddles, etc.).
• Process terminations in WFM software; update tracking, removal of license in software, etc..

• Manage the WFM email inbox, addressing and handling of schedule changes and escalating when outside of established guidelines.
• Maintain adherence to policies for attendance, adherence, and established procedures.

• Assist with other office duties as assigned.

Competencies:

• Service

• Passionate about delivering excellent service to every customer.
• Keep promises.
• Do what they say they will do to delight customers and achieve our goals every day.
• Understand the customer better than anyone.
• Ensure all activities and decisions make life better for customers.
• Relationships

• Value productive, long lasting relationships with our colleagues and customers.
• Communicate well.
• Keep colleagues and customers informed about changes that affect them.
• Listen to people's needs and concerns, and act on what is concerned.
• Honest, focused and straightforward in conversations.
• Teamwork

• Work together to deliver great results.
• Support colleagues.
• Treat colleagues with respect and recognize everyone has an important contribution to make.
• Trust colleagues to take ownership of and effectively manage customer relationships.
• Make sure colleagues have the support, tools and training to do their job well.

What do you need?

High School Diploma or GED

Bachelor's Degree

Required

Preferred

1+ years

2-4 years

2-4 years

2-4 years

Contact Center Experience

Workforce Planning / Scheduling

Verint Workforce Management

Calabrio Workforce Management

Required

Required

Preferred

Preferred

• Must pass pre-employment background screen
• Must possess a valid driver's license and pass motor vehicle record search

Qualifications

Why Choose Rentokil Canada Corporation?

A career with Rentokil Canada Corporation is exactly that - a professional trajectory filled with opportunity. We pride ourselves on being a world class team that rewards high performance. We offer competitive pay on a bi-weekly pay schedule and many of our roles offer incentives based on performance and providing exceptional customer experience.

Below you'll find information about some of what Rentokil Canada Corporation has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits when they meet certain criteria.

• Professional and Personal Growth:

• Robust Paid Training & Professional Development Path
• Opportunity to grow - We love to promote from within!
• Fantastic Tuition Reimbursement benefits & Scholarship Programs (for FT Colleagues)

• Wellness:

• Excellent Health benefits including Medical, Dental, Vision, and Life Insurance
• Outstanding Company-Paid Short Term Disability
• Access to Long-Term Disability Insurance
• Employee Assistance Program that offers services such as free counselling services and other benefits
• Company-paid sick time

• Savings & Retirement:

• Retirement Savings plan with highly-competitive company-matching contributions
• Holiday Savings Club option with company-matching funds
• Employee Discounts (includes many offerings, including cellular/mobile service, (and more)

• Work-Life Balance:

• Vacation Days
• Company-Paid Holidays

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

Want to hear Colleague feedback on what it's like to be on our team? Check us out on Glassdoor!

Rentokil Canada Corporation is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply for positions. Rentokil Canada Corporation is committed to provide accommodations to applicants with disabilities throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Please ensure to inform us if you require accommodation during any stage of the recruitment process.