3-1-1 Workforce Scheduling Coordinator

Requisition ID: 37630 


Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.


Main Purpose & Function

The Workforce Scheduling Coordinator works with a moderate to high degree of complexity in creating, maintaining, adjusting and coordinating the immediate and short-term contact centre employee schedules in order to meet service level requirements and budget compliance as established by management and according to department policies and applicable collective agreement provisions. The Workforce Scheduling Coordinator also reviews, verifies and ensures the accuracy of payroll information, including the efficient keying in of data to various scheduling and payroll systems.


Key Contacts & Reporting Relationships

The Workforce Scheduling Coordinator is a member of the operations team, reporting to the 3-1-1 Contact Centre Manager through the 3-1-1 Workforce Planning Team Lead.  The role supports and provides service to the senior leadership team, contact centre agents, time-entry clerks and provides service to internal and external stakeholders to the contact centre.


Specific Duties & Responsibilities

  • Allocates regular and auxiliary staff to effectively meet identified staffing and service level targets while adhering to budget compliance as established by management.
  • Generates schedules using workforce management software and applications; effective use of established forecasting algorithms and methodology to meet service performance targets.
  • Determines immediate and short-term staffing needs for periods up to 72 hours, considering seasonality, operational exigencies, employee skill-sets, training needs, off-phone activities, while minimizing costs and makes necessary adjustments in accordance with provisions of the collective agreement.
  • Receives and processes various short-term pre-scheduled authorized leave requests.
  • Reviews and recommends approval or denial of various leave requests, shift trades, shift giveaways and use of time-banks.
  • Adjusts and updates approved adherence exceptions using workforce management software.
  • Canvasses staff to fill or adjust shifts in order to meet service levels.
  • Coordinates with management to meet scheduling demands related to recruitment, training, in-service activities, external work related duties, team meetings, performance review meetings, and other off-phone activities.
  • Queues management, real-time adherence monitoring and re-skilling activities as required.
  • Creates duty rosters and makes necessary adjustments for timekeeping purposes; maintains accurate staffing records.
  • Schedules various shift patterns while considering appropriate coverage over all operating hours of the contact centre in a cost effective manner.
  • Coordinates and adjusts staffing priorities cost effectively while maintaining call response standards.
  • Responds to employee requests regarding schedules and timekeeping matters; refers matters to management as appropriate.
  • Reconciles scheduling and payroll information in related systems; reviews and corrects exceptions and calculates shortfalls in all employee time banks.
  • Runs various systems reports related to employee adherence to schedule, occupancy rates, conformance rates, shrinkage rates, attendance tracking, staff utilization, forecasts, payroll and time-tracking.
  • Identifies any short, medium or long-term service level risks and reports to management.
  • Creates proper contingency plans to ensure staffing remains as constant as possible during unplanned emerging events affecting City operations.
  • Develops and delivers in-service training or update meetings with staff as required.
  • Other duties/responsibilities as assigned.



Education and Experience:

  • Completion of the twelfth school grade including education related to payroll compliance, accounting, business administration, data analytics, intraday analysis or equivalent combination of directly relatable education, training and experience.
  • Certification as a workforce management administrator is preferred
  • Considerable experience in workforce coordination, scheduling, intraday or data analysis experience in a large organization. 
  • Considerable experience with computer applications related to workforce management, scheduling, payroll administration and call-centre technologies or a considerable amount of related experience.


Knowledge, Skills and Abilities:

  • Working knowledge of CISCO UCCE telephony systems, version 12.X or higher.
  • Advanced knowledge of Microsoft Excel including creating pivot tables, data search and comparison techniques, conditional tests and macros.
  • Working knowledge of Microsoft Office Suite, VanDocs (HP TRIM), Service Now, Qlik Sense, Cisco Unified Intelligence Centre (CUIC), Cisco Finesse and Cisco 2ring.
  • Working knowledge of call centre operations, objectives and practices as they relate to the work performed.
  • Working knowledge of departmental procedures, policies and rules related to the work, and the application of sections and provisions of the collective agreement.
  • Working knowledge in the use of contact centre call distribution and routing applications.
  • Skilled using SAP for time-entry, time-entry allocation and advanced time-entry processes.
  • Skilled in the process of dynamic scheduling and dynamic availability using Calabrio WFM.
  • Significant skills and ability to work within a Calabrio-One Workforce Management software environment, version 10.X or higher; IEX Workforce Management, Kronos, Blue Pumpkin, Verint or other similar software.
  • Ability to build schedule rotations based on operational requirements, seasonality and employee engagement for 150+ agents.
  • Ability to process vacation allotment or bidding coordination, balancing and reconciliation.
  • Ability to use software applications and a variety of computer systems related to the work.
  • Ability to quickly assess and make day-to-day and hour-to-hour adjustments to meet call centre staffing needs, match calls to the appropriate client service group, and minimize related overtime costs.
  • Ability to exercise sound judgement in determining replacement staffing.
  • Ability to maintain accurate records and prepare reports related to the work.
  • Ability to analyze and investigate data to identify trends and propose appropriate solutions to streamline processes and support business requirements.
  • Ability to organize workload, prioritize tasks and meet deadlines.
  • Ability to take direction from superiors and work independently or collaboratively as a team as required.
  • Ability to balance multiple priorities, tasks and deadlines.
  • Ability to have significant attention to detail and be self-directed. 
  • Ability to establish and maintain effective working relationships with staff and a variety of internal and external contacts.
  • Proven ability to demonstrate an organized and logical approach to finding solutions to complex situations or problems.
  • Ability to maintain confidentiality of personal data related to employee’s information and to protect corporate data related to confidential privileged information.
  • Ability to adhere to corporate policies related to the proper use of employer systems and technology.
  • Excellent self time-management skills and accountability related to the proper use of work-time.
  • Excellent communications and interpersonal skills both written and spoken.
  • Excellent keyboarding skills.
  • Experience working in a unionized environment with a collective agreement.


Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.


The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.


Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: CUPE 15 Non Pks 

Employment Type: Auxiliary/Casual 

Position Start Date: March, 2023 

Salary Information: Pay Grade GR-017: $29.13 to $34.23 per hour

Number of Positions: 2


Application Close: February 3, 2023

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion


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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx.. 5-10mins. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a tailored summary of skills and experience related to the position.


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