Scheduler

Scheduler

Schedulers prepare work schedules for contact centres to both optimize customer service and manage costs through appropriate staffing levels. This involves forecasting required staff levels, analyzing trends around service levels and call volumes, and making recommendations for scheduling improvements. Schedulers tend to work in a busy, deadline-driven environment as schedules for all contact centre staff typically need to be prepared on a weekly basis.

ROLE-AT-A-GLANCE
Binoculars
Demand Outlook
*

Demand for Schedulers is steady as organizations increasingly rely on contact centres for providing sales and services to customers.

Diploma
Education & Credentials
*

College/Undergraduate degree typically required.

Data chart
Quantitative Skills Required
*
Group of people
Interpersonal Skills & Relationship Management
*
Multiple devices Specialized Technology Skills
*
Desktop area Work Environment

Contact centre; some variable work hours

ROLE-AT-A-GLANCE
Binoculars
Demand Outlook
*

Demand for Schedulers is steady as organizations increasingly rely on contact centres for providing sales and services to customers.

Diploma
Education & Credentials
*

College/Undergraduate degree typically required.

Data chart
Quantitative Skills Required
*
Group of people
Interpersonal Skills & Relationship Management
*
Multiple devices Specialized Technology Skills *
Desktop area Work Environment

Contact centre; some variable work hours


WHAT IT IS

Key Role Dimensions

Preparing schedules for contact centre staff: Prepare staff schedules to maximize customer service and meet business requirements.

Performing just-in-time adjustments: May need to adjust schedules in response to real-time changes in staffing levels, call volumes and call times.

Forecasting long term needs: Analyze trends around service levels and call volumes to forecast scheduling and staffing levels over the long term.

Focus Areas

Schedulers focus on supporting management by:

  • Analyzing trends within the contact centre
  • Developing and maintaining schedules to meet workload requirements
  • Adjusting requirements based on changing forecasts and demands

Schedulers must consider factors such as the skills and expertise of available staff, individual vacations and leave, and organization actions such as marketing campaigns that may cause an increase in call volumes.


WHAT IT TAKES TO SUCCEED

Key Job Accountabilities

Schedulers generally:

Prepare contact centre staff schedules:

  • Use software to prepare optimal schedules in contact centres to ensure service level goals are met.

Perform analysis and forecasting of required workforce:

  •  Analyze data and trends to ensure accurate forecasting of staffing to meet current and future workload needs.

Make recommendations to management on future staffing needs:

  • Review and analyze data and trends to identify potential staffing shortages and surpluses, and recommend ways to resolve issues.

Knowledge, Skills & Experience

Must-haves:

  • Proven Adaptability & Mental Flexibility: Both reactive and proactive abilities to effectively manage changes that arise (e.g., staff shortages and surpluses)
  • Demonstrated Out-of-the-Box Thinking: Creative and innovative decision-making skills to deal with just-in-time staffing issues
  • Strong Analytical Thinking: Problem-solving and reasoning skills to analyze data and identify solutions to staffing issues
  • Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting of staff requirements
  • Demonstrated time management and prioritization skills to manage the work and various demands in the role under tight timelines
  • Knowledge of company policies, procedures and guidelines with respect to employment standards for employee work schedules
  • Project and change management skills 

Nice-to-haves:

  • Previous contact centre experience

Education & Credentials

Entry-level positions typically require:

  • College diploma
    or
  • Undergraduate university degree

In any field.

Schedulers responsible for forecasting may require education in Optimization or a related mathematics field.

Programs Offered


WHERE IT CAN TAKE YOU

Career Pathways

There are a number of pathways open to Schedulers through:

  • Increased Seniority: Schedulers responsible for preparing staffing schedules in large contact centres may move into a management role.
  • Deeper Specialization: Schedulers may move into specific roles in forecasting and have input into the long-term strategic staffing plan.
  • Lateral Career Move: The analytical abilities required for workforce planning can open doors to process improvement roles; workforce management knowledge can prepare you for risk and compliance positions; and schedule management skills can be applied to operations and audit control roles.

Future Trends & Impacts

Changes in technology can influence the demand and qualifications for this role. As software becomes more sophisticated, a Scheduler’s ability to effectively use technology will be increasingly important to be successful.



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