We are seeking an experienced Scheduling Manager to support our national engineering operations. This role is critical in maintaining optimal service levels and customer satisfaction while managing operational costs and maximizing workforce efficiency through effective engineer scheduling. The primary function of this position involves forecasting staffing requirements and creating comprehensive schedules that ensure engineers are deployed to meet KPIs and contractual obligations.
You will balance workload demands, engineer availability, and time-off requests across the entire operation, ensuring adequate coverage while maintaining schedule adherence and supporting our service delivery commitments. Our ideal candidate combines strong analytical capabilities with excellent communication skills, understanding both the operational needs of the business and the wellbeing of our engineering teams. Success in this role requires proactive schedule management, close collaboration with engineering leadership and teams, real-time monitoring using available workforce tools, and ensuring adherence to planned work schedules to meet all contractual requirements.
Day to Day
- Create and maintain daily, weekly, monthly and annual engineer schedules across multiple clients and contracts
- Build optimal schedules based on forecasted workload demands, available engineer headcount, KPI targets, and contractual service level requirements
- Managing a team of up to 10 schedulers.
- Apply advanced scheduling methodologies such as Erlang models and staff optimization techniques to support complex scheduling scenarios across multiple contracts
- Work closely with engineering teams and management to understand workload priorities, skill requirements, and operational demands
- Manage engineer scheduling requests including time-off, shift preferences, and availability changes while maintaining contractual coverage
- Monitor schedule adherence in real-time and make necessary adjustments to maintain KPIs and service level agreements
- Coordinate appropriate engineer allocation to achieve contractual service level objectives and response time requirements
- Perform intraday schedule adjustments based on actual versus forecasted workload and engineer availability
- Collaborate closely with engineering leadership to address scheduling challenges and resource allocation needs
- Administer contingency scheduling plans when required to address unexpected workload fluctuations, engineer shortages, or urgent contractual requirements
- Process daily schedule exceptions, update engineer schedules, and respond to escalated scheduling requests
- Generate reports tracking schedule adherence, productivity, KPI performance, and contractual compliance
- Facilitate real-time discussions with engineering managers and stakeholders regarding scheduling challenges and solutions
- Conduct analysis to identify scheduling inefficiencies and recommend improvements to enhance KPI achievement
- Ensure accuracy and reliability of all scheduling-related reports and documentation
- Support the integration and implementation of new workforce management technologies
- Collaborate with leadership to project future scheduling requirements, engineer capacity needs, and budgetary impact Minimum of 2 years' experience in a scheduling or workforce management role
- Proven experience creating and managing schedules, preferably within an engineering, field service, or technical operations environment
- Experience working closely with engineering or technical teams
- Understanding of KPIs, SLAs, and contractual service level requirements
- Proficiency with Workforce Management/Optimization tools
- Experience with Mitel Telephony / Omni-channel platforms desirable
- Strong analytical skills with attention to detail
- Excellent…
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