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office clerk

Title posted on CivicJobs.ca - Clerk III (Workforce Scheduling Coordinator)

Posted on May 16, 2025 by Employer details City of Vancouver

Job details

Clerk III (Workforce Scheduling Coordinator)Requisition ID: 43887 OrganizationLocated on the traditional, ancestral and unceded lands of the x?m??k??y??m (Musqueam), S?wx?wú7mesh (Squamish), and s?lilw?ta? (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world?s most liveable and environmentally sustainable cities. 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, reconciliation, equity and outstanding quality of life for all residents.Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.Main Purpose and FunctionThe 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.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 t