Operations Enablement, Scheduling Expert

The Workforce Scheduler is a member of the Customer Service & Support department and part of the Workforce Management Center of Excellence which is responsible for the contact centers across Thomson Reuters . The Workforce Scheduler is primarily responsible for continuously analyzing contact volume and business needs to create daily schedules allowing us to provide the best level of support to our customers . The Workforce Scheduler also advises management of compliance and attendance issues, works with Training and Quality, and acts as a liaison between the Workforce team and business partners. This position will work closely with Workforce Analysts and Real-Time Analysts as well as the Operations team and business partners.

About the Role

In this opportunity as an Scheduling Expert, you will

• Generate, evaluate , and update new schedules, manage s hift bids and PTO bids

• Facilitate meetings with management to ensure schedule plans are updated and completed each month

• Work closely with Operations including Training and Quality to ensure essential training topics and individual and personal development time are scheduled each month with the least impact to service levels

• Authorized and expected to reallocate inbound volumes and staff assignments in real-time, week of, and as neede d

• Determine best possible times to give time off and/or schedule off phone activities to balance Customer and Business needs

• Continuously analyze daily schedules in real-time to determine staffing needs based on call volume variance, attendance, and adherence, and make recommendations and changes to established staffing plans as needed

• Review time off reque sts and make decision s based on forecast and business need

• Check attendance line regularly and notify leadership of exceptions

• Provide training for new hires on scheduling procedures and workforce tools

• Work with Real-Time Analysts to u pdate real-time schedule exceptions received in the WFM tool to ensure accurate a dherence and c ompliance reporting

• Maintain employee skill profiles in the telephony system and WFM toolset

About You

You're fit for the role of Scheduling Expert if your background includes:

• Ability to work independently and as a team

• Ability to work under pressure, meet deadlines and be accountable for performance

• Able to multi-task, be detail oriented and demonstrate strong organizational skills

• Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action

• Demonstrate excellent interpersonal skills with all levels of organizational customers and team members

• Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems – Salesforce/FLASH/EMS; KANA Response software and other email/chat solutions

• Bachelor’s degree or related work experience

#LI-JC2

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.