Scheduling Specialist

About the role

IntouchCX is seeking a Scheduling Specialist to partner with Operations and Workforce Management teams. The role focuses on aligning schedules with forecasted work volume, conducting ongoing analysis, and driving continuous improvement in a fast‑paced contact‑center environment.

Key responsibilities

• Assist with schedule and tracker management to ensure accurate schedule generation.
• Identify customer contact trends and allocate resources accordingly.
• Manage schedule information for new and existing employees across multiple locations using workforce software.
• Maintain up‑to‑date employee data and track headcount, absenteeism, and related metrics.
• Update parameters in the Workforce Management System to meet service‑level and productivity goals.
• Collaborate closely with the Operations Team to ensure resource availability aligns with business needs.
• Perform ongoing analysis and recommend improvements to scheduling processes.

Required profile

• Post‑secondary degree or certificate in Business Administration (or equivalent experience).
• Experience with workforce management systems.
• Advanced knowledge of Microsoft Excel (preferred).
• Understanding of contact‑center operations, functions, and business processes.
• Strong analytical, problem‑solving, and attention‑to‑detail abilities.
• Ability to adapt to change in an innovative, fast‑paced environment.
• Excellent written and verbal communication skills.
• Capability to work independently and as part of a team.

Required skills

• Microsoft Excel
• Workforce Management System