Operations Enablement, Scheduling Expert

The Workforce Scheduler is a member of the Customer Service & Support department and part of the Workforce Management Center of Excellence which is responsible for the contact centers across Thomson Reuters.  The Workforce Scheduler is primarily responsible for continuously analyzing contact volume and business needs to create daily schedules allowing us to provide the best level of support to our customers.   The Workforce Scheduler also advises management of compliance and attendance issues, works with Training and Quality, and acts as a liaison between the Workforce team and business partners.  This position will work closely with Workforce Analysts and Real-Time Analysts as well as the Operations team and business partners.   

About the Role

In this opportunity as an Scheduling Expert, you will

Generate, evaluate, and update new schedules, manage shift bids and PTO bids 

Facilitate meetings with management to ensure schedule plans are updated and completed each month 

Work closely with Operations including Training and Quality to ensure essential training topics and individual and personal development time are scheduled each month with the least impact to service levels   

Authorized and expected to reallocate inbound volumes and staff assignments in real-time, week of, and as needed 

Determine best possible times to give time off and/or schedule off phone activities to balance Customer and Business needs 

Continuously analyze daily schedules in real-time to determine staffing needs based on call volume variance, attendance, and adherence, and make recommendations and changes to established staffing plans as needed 

Review time off requests and make decisions based on forecast and business need  

Check attendance line regularly and notify leadership of exceptions 

Provide training for new hires on scheduling procedures and workforce tools 

Work with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting 

Maintain employee skill profiles in the telephony system and WFM toolset 

About You

You're fit for the role of Scheduling Expert if your background includes:

Ability to work independently and as a team 

Ability to work under pressure, meet deadlines and be accountable for performance 

Able to multi-task, be detail oriented and demonstrate strong organizational skills 

Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action 

Demonstrate excellent interpersonal skills with all levels of organizational customers and team members 

Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems – Salesforce/FLASH/EMS; KANA Response software and other email/chat solutions 

Bachelor’s degree or related work experience 

#LI-JC2 

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.