Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The Workforce Management – Scheduling Support is focused on real-time feedback from Operations management, Senior Leadership, The RTA team, and our clients on the status of campaigns as it pertains to Workforce Management KPI’s. They may also be required to provide historical reporting & Analysis, depending on campaign requirements. Key focus to achieve and maintain balance between customer experience (Service Level) and profitability (margin). Assist the Scheduling Manager in all scheduling activities.

What You'll Do:

•    Assist in scheduling all campaign requirements set forth by the strategic lead & our clients, taking a lead role not only in scheduling, but sharing – while applying changes driven by feedback from the Real Time Analysts. 
•    Assist in monitoring dialer queues with the objective of increasing customer experience, agent productivity and/or list penetration. 
•    Assist in managing break schedules and occupancy in partnership with the Real Time Analysts
•    Tracking and backfilling leakage and shrinkage in partnership with strategy, the Real Time Analysts, and operations. 
•    Assist operations in scheduling needs (supporting Synerion where applicable)
•    Participate in campaign planning processes in order to be aware of needs, required resources, objectives,.
•    Provide support to the Real Time Analysts, by communicating in real-time with managers and leaders regarding any production issues, which may affect service levels or dialer effectiveness
•    Communicates real-time any systems issues to IT where applicable.
•    Assist in the review of real-time queue reports, data usage reports, daily call trends, agent skilling, real-time and historical outbound dialer data Ensure schedules are reflective of changing trends. Identifies any issues and communicates them on an ongoing basis to Management.
•    Responsible for scheduling to requirements for each campaign in partnership with Strategy, Senior Leadership, the WFM Scheduling Manager, and the Real Time Analysts.
•    Assists with the deployment of staff during system outages/emergencies to ensure all client requirements are being met.
•    Assist in updating and maintaining schedule changes and revisions to operations, and the real-time team. 
•    Champion company core values and other company programs 
•    Other duties as assigned

Education: High School Diploma or Equivalent

Experience: Minimum of 2 years in a WFM role in the company, or equivalent experience outside of the Company
Previous supervisory or managerial experience would be an asset
Intermediate to advanced MS Excel proficiency preferred

Certificates, Licenses, & Registration: There are no personal certification, licensing, or registration requirements for this job

Reports to: WFM Scheduling, Manager

What We're Looking For:

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French.  Please note that Information security responsibilities are based on role.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

 

Twitter & Instagram: bgocareers 

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

Website – https://www.billgosling.com/careers

 

By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s Privacy Policy and consent to the collection, use, and storage of personal information in accordance with the policy.

 

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

 

Bill Gosling Outsourcing – Where your career thrives!