Workforce Scheduling Coordinator; TPT

Position: Workforce Scheduling Coordinator (TPT)
We are looking for an individual who thrives on making a difference and who embraces challenges, variety, diversity and our corporate values of respect, integrity, collaboration, accountability and service. Reporting to the Workforce Supervisor, the Workforce Scheduling Coordinator is responsible for the advance booking of Operations Centre staff for shift coverage in accordance with identified staffing targets, for coordinating adjustments to staff schedules, and for calling in employees.

The Workforce Scheduling Coordinator also reviews and verifies the accuracy of payroll information and provides support to Team Managers, Team Supervisors and Intraday Coordinators.

WHAT YOU WILL DO

Allocate regular and auxiliary staff resources to cost effectively meet identified staffing targets; consider employee skill sets, seniority and availability; adjust schedules to accommodate training, long‑term sick leave, vacations and other planned absences; prepare and update overtime lists, allocating resources in a manner intended to minimize costs and ensure required coverage based on assessed trends.

Receive and evaluate daily requests from employees for the modification of regular schedules, overtime shifts and vacations; advise staff of leave availability; review and recommend approval or denial of vacation requests; as required, canvass staff to fill shifts in order to meet needs.

Provide on‑going support to Team Managers, Team Supervisors and Intraday Coordinators on daily requests for booking adjustments and last minute changes; advise on pay coding and general practices and procedures related to the work and, as requested, provide assistance in assessing staffing requirements for specific shifts.

Provide assistance to new staff in understanding the scheduling system for regular, training and overtime shifts.

Review and reconcile staff time cards with information in scheduling and payroll systems in accordance with applicable regulations and collective agreement provisions; review and correct exceptions; calculate shortfalls in sick and vacation time; amend time cards to reflect withdrawals from various time banks and indicate as unpaid as appropriate.

Perform related work as required.

WHAT YOU’LL BRING

Completion of the 12th school grade in addition to three (3) years of scheduling experience in a multi‑channel environment; preferably in a contact/communications centre.

WFM software experience (preferably with NICE IEX), solid understanding of call centre metrics, forecasts, Service Level and scheduling techniques/rotations.

Experience with MS Office, comprehensive level of Excel, Word and Power Point. Excellent written and oral communication skills, with the ability to correspond and collaborate with different levels of the organization.

SECURITY REQUIREMENTS
As a condition of employment, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E‑Comm.

JOB DETAILS

Number of positions:
Minimum of one (1) Temporary Part Time

Length of temporary assignment: assignment to end July 31, 2027

Hours of work:
Wednesday – Friday, 27 hours per week –

Wage/Salary: PG 20 | $37.33 to $43.97 hourly; $77,646 to $91,457 annually (2025 rates)

Employee Group: CUPE, Local 8911

Department:
Operations

Training:
Training will not be provided for this position.

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email

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