Maximus

Department Summary

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction. 

Position Summary

The Scheduler is responsible for managing and providing effective employee work schedules; oversees the overall queue management for Operations; forecasts contact volumes and staffing needs, and schedules employees based on work load, analysis of trend data, and real time schedule adjustments.

Your typical week at Maximus

• Prepares and analyzes agent schedules in order to meet CRA Standards in the most efficient manner possible.
• Monitors flow of calls into Operations vs. number of Agents assigned throughout the day. Modifies schedules to ensure correct staffing levels throughout the day.
• Monitors Agent activity; identifies areas of concern with regards to schedule adherence and performance effectiveness to Supervisors and Managers.
• Manages queue fluctuations – if queue falls below thresholds, recommend re-assignment of Agents. If queue goes above thresholds, recommend delay of breaks or re-assignment of Agents working documents to the phones.
• Interprets Decision Support statistics to analyze the current environment within the contact center and the effects of changes to the schedule such as vacations or overtime.
• Takes a leadership role in the event of a queue outage – responsible for reporting system issues or queue outages, direct activity on the floor and communicate effectively with Managers/Supervisors/Agents
• Ensures schedules are published within acceptable time frames.
• Analyzes requests for alterations to the schedule and responds appropriately.
• Ensures necessary forecasts and other aspects of WFM Verint are prepared to support scheduling analysis.
• Monitors daily service levels and productivity, adjusts schedules as necessary.
• Keeps accurate records of queue statistics – compile ad-hoc and daily reports as needed by Contact Centre management.
• Other related duties as required

What you offer us

Knowledge Skills and Abilities

• Knowledge of staff planning, workload distribution, and trend analysis
• Preferred knowledge and application of workforce scheduling software and staffing models.
• Exceptional inter-personal, oral, presentation, and written communication skills.
• Excellent analytical, organizational, and time management skills.
• Ability to handle pressure situations
• Ability to define problems, collates data, establish facts and draw valid conclusions
• Ability to learn web-based software applications / programs.
• Ability to effectively present information and respond to questions from groups of managers, colleagues and customers
• Ability to work independently but also have a strong commitment to being a team player

 Education and Experience

• A combination of 3 years of related experience, (preferably using automated scheduling tools); OR
• An equivalent combination of education and experience
• Experience in data gathering and trend analysis, statistical analysis, graphing and data presentation
• Strong knowledge preferred of WFM – Workforce Management Tool
• Preferred experience managing large groups (up to 150 staff) in a fast-paced environment

Other

• Must clear Federal Reliability Security Clearance

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Three weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy.  We are committed and proud to build a workforce that reflects the communities we serve.  We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range – $56,450.00 - $65,321.00 CDN

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until 11:59 PM on April 19, 2024.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted. (No Agencies, Please)