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
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Generate, evaluate, and update new schedules, manage shift bids and PTO bids
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Facilitate meetings with management to ensure schedule plans are updated and completed each month
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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
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Authorized and expected to reallocate inbound volumes and staff assignments in real-time, week of, and as needed
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Determine best possible times to give time off and/or schedule off phone activities to balance Customer and Business needs
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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
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Review time off requests and make decisions based on forecast and business need
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Check attendance line regularly and notify leadership of exceptions
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Provide training for new hires on scheduling procedures and workforce tools
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Work with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
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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:
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Ability to work independently and as a team
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Ability to work under pressure, meet deadlines and be accountable for performance
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Able to multi-task, be detail oriented and demonstrate strong organizational skills
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Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
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Demonstrate excellent interpersonal skills with all levels of organizational customers and team members
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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
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Bachelor’s degree or related work experience
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What’s in it For You?
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
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Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
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Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.
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Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.
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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.
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Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
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.
What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
