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.
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.
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.
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.
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.