NQX Scheduler Temporary

Role Overview

NQX Scheduler is responsible for creating, managing, and optimizing work schedules to ensure the right number of staff are available at the right times to meet operational and service goals. The role blends data analysis and operational coordination to balance business needs, employee availability, and labor cost efficiency.

Specific Duties And Responsibilities

• Forecast staffing needs throughout a constantly changing environment.
• Analyze volume patterns by gathering data from workforce management tools.
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers.
• Analyze call center trends to predict long-term and short-term staffing needs, as well as flag any changes that may impact resource allocation.
• Recommend solutions to scheduling conflicts and/or special scheduling requests.
• Work closely with the Operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
• Work with NQX Operations Team and Client Intraday Team to identify, analyze, and mitigate issues affecting our ability to meet requirements.
• Monitor Agent Shrinkage and Attrition results to plan adequate capacity.
• Ensure that pre-planned activities are completed without impacting our ability to meet requirements
• Production of ad-hoc and regular Schedule reporting
• Be an expert and advocate on any and all factors affecting our agents’ satisfaction with schedules.
• Ensure compliance with NQX Scheduling policies and Bell’s requirements.
• Adjust schedules promptly in response to call volume changes, absenteeism, or other operational needs.
• Provide timely and professional responses to scheduling inquiries from internal stakeholders, maintaining a customer service approach.
• Effectively communicate schedule changes, shift swaps, and schedule mitigations to meet business requirements.
• Handle employee inquiries related to vacation and sick leave via email or Vivantio, including concerns about balances and discrepancies.
• Provide support and monitor the annual vacation bidding process, including sending reminders and tracking completion.
  
  

• Workforce Management Expertise: Proficient in the use of WFM tools to forecast, schedule, and analyze staffing needs in a contact center environment.
• Collaboration and Communication: Strong ability to work closely with multiple teams, clearly and effectively communicate scheduling plans, and professionally resolve scheduling conflicts or issues.
• Attention to Detail: Ensures schedule accuracy and identifies discrepancies quickly.
  
  

• Adaptability: Comfortable working in a fast-paced, constantly changing environment; able to shift priorities and make quick adjustments as needed.
• Analytical Thinking: Capable of analyzing data, recognizing patterns or trends, and using insights into actionable decisions for staffing and operations.
  
  

• Associate’s degree in a related field is required.
  
  

• Minimum of 1 year experience in workforce planning, scheduling, or a related role within call center operations is preferred.
• Experience using NICE IEX or similar WFM tools is an advantage.
• Knowledge of local labor laws affecting agent scheduling is an asset.
• Proficient in Microsoft Office applications, especially Excel.
• Strong English communication skills, both written and verbal.
  
  

• Willingness to work in a rotating shift environment, including night shifts, weekends, and holidays.
• Flexibility to render overtime depending on business needs.
  
  

• Able to work independently with minimal supervision.
• Highly detail-oriented, with strong analytical and critical thinking skills.
• Proactive and resourceful, with the ability to make sound decisions under pressure.
• Strong sense of accountability, adaptability, and commitment to continuous improvement.