Scheduling Analyst

Job Post Start
CA-ON-North York
Job Type
Regular Full-Time
National Planning - 1091

Job Description


Department Summary:

Service and Sales is one the main avenues of non-technical contact for Canadians with Tangerine. Whether Clients choose to reach out by phone, email or chat, we are here to support their needs. The Contact Centre is located in Toronto and Moncton and has well over 300 employees collectively. Our frontline Agents drive business forward by listening to what our Clients (and prospective) Clients need. This human element has been a key differentiator for Tangerine since the virtual doors opened and still is today.

Role Purpose:

The Scheduling Analyst is responsible for short and long term scheduling for all areas of the Contact Centres with the purpose of delivering service level targets and scheduling objectives. This role requires leading the Intraday team on scheduling initiatives to ensure proper execution, while establishing creative and effective ways to balance the needs of the business with the lifestyles of the agents. The Scheduling Analyst will maintain a line of sight on intraday performance, capacity planning and other factors impacting Key Performance Indicators on a daily, weekly and monthly basis. Ongoing analysis of scheduling performance is required to create optimization strategies. The Scheduling Analyst reports directly to the Workforce Manager.

Role Accountabilties:

  • Conduct analysis on Key Performance Indicators, call trends, forecasts, and staffing productivity for assigned groups to utilize the information to build, coordinate and accurately maintain agent schedules.
  • Correspond with the Workforce team, management and agents to establish and maintain all scheduling activities. This includes, but is not limited to, discussing scheduling shortages, shift changes and soliciting overtime to fill scheduling shortfalls.
  • Lead the Intraday team on all scheduling initiatives to ensure effective execution.
  • Monitor all time away from work for assigned groups (i.e., vacation).
  • Provide recommendations that will meet both the needs of the business and lifestyles of the agents.
  • Provide short and long-term planning for scheduling initiatives with the purpose of delivering content while meeting service level targets.
  • Responsible for the review and co-ordination of requested off-line activities.
  • Analyze and provide status reports to the Workforce Leader and other business units as needed.
  • Prepare and maintain related Workforce Management documentation and fulfillment of guidelines.
  • Work on special projects as they present themselves.
  • Other duties as assigned.

Minimum Qualifications:                                                                                                                                                  


  • University or College Degree or equivalent work experience
  • Minimum of 1 year in a Contact Centre environment
  • Minimum of 3 years Workforce Management related experience
  • Experience in a role within Workforce Management within a Contact Centre with greater than 200 agents

Specialized Knowledge

  • Proficient in Contact Centre Workforce Scheduling using Workforce Management software
  • Fundamental understanding of workforce management programs and ACD (Automated Call Distribution) systems

Technical Skills

  • Bilingualism English/French an asset
  • Highly proficient PC skills including Windows, Word and Excel
  • Proven analytical and creative problem-solving abilities


  • Able to work independently and within a team environment
  • Effective at managing multiple projects/tasks of varying complexities and meeting deadlines
  • Ability to communicate complex ideas to a variety of audiences and work well under pressure


  • Demonstrated interpersonal and organizational skills


Working Conditions:                                  

The Scheduling Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.


Direct reports:



Disability Accommodation:

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.

Managing Risk:

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.


Tangerine is an equal opportunity employer.



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