Scheduling Supervisor

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Scheduling Supervisor is responsible for overseeing workforce scheduling, ensuring optimal staffing levels to meet operational demands and service level agreements. This role manages Schedulers, analyzes workforce data, and coordinates with operations to maintain efficiency and productivity.

As Scheduling Supervisor, You Will…

• Supervise and manage daily activities of the scheduling team.
• Create, review, and optimize staff schedules based on forecasts and business needs.
• Ensure coverage aligns with SLAs, KPIs, and staffing requirements.
• Monitor real-time adherence (RTA) and intraday performance.
• Approve schedule adjustments, shift swaps, leaves, and exceptions.
• Collaborate with Operations, Workforce Management (WFM), and Human Resources (HR) teams.
• Analyze trends such as absenteeism, shrinkage, and staffing gaps.
• Provide recommendations to improve scheduling efficiency and cost control.
• Generate and present reports on staffing, utilization, and performance metrics.
• Train, coach, and develop schedulers for continuous improvement.
  
  

• A post-secondary degree or certificate (a combination of work experience and education will be considered).
• Proven experience in workforce management, scheduling or capacity planning.
• Strong knowledge of WFM tools (e.g., NICE, Verint, Aspect, or similar).
• Advanced Excel or data analysis skills.
  
  

• Demonstrated interpersonal and communication skills.
• Ability to work in a fast-paced, shifting environment.