Field Operations Scheduler; Bilingual - French​/English

Position: Field Operations Scheduler (Bilingual - French/English)
Job title:

Field Operations Scheduler (Bilingual - French/English)

Type of employment:
Full-Time

Shift

Schedule:

Flexible Schedule (Availability during Eastern Time business hours plus evenings and weekends as needed)

About the Company:

The company is a leading provider of mystery shopping and customer experience research services. Through a nationwide network of independent shoppers, the organization helps businesses gain valuable insights into customer interactions, operational performance, and service quality.

The team operates in a fast-paced environment where communication, responsiveness, and execution are critical to delivering high-quality client results.

Objective of this role:

• Achieve 100% on-time completion of assigned mystery shopping missions
• Recruit and maintain a reliable network of mystery shoppers
• Ensure smooth scheduling and execution of field assignments
• Quickly resolve scheduling challenges, cancellations, and no-shows
• Maintain accurate project tracking and reporting
• Support operational scalability by efficiently managing a high volume of field assignments

Responsibilities:

Mystery Shopper Recruitment & Assignment

• Actively recruit mystery shoppers for one-time and recurring assignments
• Match shoppers to assignments based on location, availability, qualifications, and project requirements
• Build and maintain relationships with a distributed network of field contractors
• Continuously identify and engage new shoppers to support project needs

Field Operations Scheduling

• Manage scheduling and assignment of mystery shopping missions across multiple active projects
• Coordinate assignment confirmations, scheduling updates, and completion deadlines
• Ensure all shops are staffed and completed within required timelines
• Monitor assignment progress and proactively address potential delays

Project Launch & Route Creation

• Review new client projects and operational requirements
• Create routes and assignment plans for newly launched projects
• Ensure projects are set up accurately and ready for execution
• Coordinate project launches with internal stakeholders as needed

Follow-Up & Issue Resolution

• Follow up with shoppers before, during, and after assignments
• Troubleshoot scheduling issues, including no-shows, cancellations, delays, and replacements
• Quickly secure backup shoppers when coverage gaps arise
• Escalate critical issues while maintaining ownership of outcomes

Communication & Relationship Management

• Communicate consistently through email, Zoom, chat, phone, and other communication channels
• Maintain prompt response times to shopper inquiries and assignment requests
• Provide clear instructions, updates, and support throughout the assignment lifecycle
• Collaborate closely with operations and project teams to ensure successful execution

Tracking & Reporting

• Maintain accurate trackers for assignment status, deadlines, completion rates, and shopper activity
• Monitor project performance and identify risks to on-time completion
• Update internal systems and documentation consistently
• Ensure data accuracy across scheduling and reporting tools

Recruitment Marketing Support

• Post basic social media updates to support mystery shopper recruitment efforts
• Assist with attracting new shoppers to available assignments
• Support outreach initiatives that expand the shopper network

Required skills and qualifications:

• Must have exceptional verbal and written communication skills in both French and English
• Experience in scheduling, dispatching, staffing, recruiting, field operations, or workforce coordination
• Experience recruiting contractors, gig workers, or managing distributed field teams
• Strong verbal and written communication skills
• Strong spreadsheet, tracker, and data management experience
• Ability to manage multiple priorities in a deadline‑driven…