Workforce schedulerThomson Reuters

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:
Generate, evaluate, and update new schedules, manage shift bids and PTO bids
Facilitate meetings with management to ensure schedule plans are updated and completed each month
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
Authorized and expected to reallocate inbound volumes and staff assignments in real-time, week of, and as needed
Determine best possible times to give time off and/or schedule off phone activities to balance Customer and Business needs
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
Review time off requests and make decisions based on forecast and business need
Check attendance line regularly and notify leadership of exceptions
Provide training for new hires on scheduling procedures and workforce tools
Facilitate meetings with management ensure schedule plans are updated and completed each month
Work with Real-Time Analysts to update real-time schedule exceptions received in the WFM tool to ensure accurate adherence and compliance reporting
Maintain employee skill profiles in the telephony system and WFM toolset
About You:
Ability to work independently and as a team
Ability to work under pressure, meet deadlines and be accountable for performance
Able to multi-task, be detail oriented and demonstrate strong organizational skills
Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Demonstrate excellent interpersonal skills with all levels of organizational customers and team members
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
Bachelor's degree or related work experience
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your
personal and professional growth through:
COVID-19 Response: Currently working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices being remote until January 2022. Upon return, we will be embracing a hybrid work environment consisting of in-office and remote work
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
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 25,000 employees across more than 75 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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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time