Resource Specialist – Scheduler (Casual/On‑Call)

Company: Commissionaires Southern Alberta

About Us

Commissionaires is a not-for-profit provider of security services that operates across the nation. There are now 15 divisions representing all the provinces of Canada and three territories. Commissionaires Southern Alberta is responsible for providing professional security services for Calgary, Red Deer, Lethbridge, Medicine Hat, and Suffield. We have protected people and property for public and private sector clients from coast to coast for more than 100 years.

We are continually hiring responsible team members who wish to contribute to the security and well-being of Canadians. Commissionaires’ team is comprised of former military, police, and others of all ages. Our employees work in a variety of roles such as General Security, Alarm Response, Concierge and Support to Law Enforcement, and Support to Government.

As part of our ever-expanding workforce, we are looking for a casual/on-call Resource Specialist - Scheduler to join our team.

Position Summary

The successful candidate will play a vital role in the operations of our hourly staff planning, scheduling, deployment, time and attendance, incident reporting and communications. The RS Scheduler functions are essential to successful service delivery to our customers and staff. We offer paid training, industry leading pay and benefits and as well as opportunities for cross-training and career advancement.

Duties and Responsibilities

• Efficiently and accurately coordinate the scheduling and deployment of security guards, mobile drivers, and other Divisional resources.
• Act as a point of escalation, communication hub and reporting mechanism for all incidents affecting the Division’s operations.
• Maximize the efficient scheduling and deployment of labor across all contracts in accordance with provincial labor laws and company policies.
• Provide superior customer care and service support to both internal and external customers.
• Professional and friendly, you promptly answer incoming calls and action requests from our clients and our staff. In doing so, you build relationships and learn detailed knowledge of each client and their preferences.
• Through regular scheduling and deployment adjustments, gaining a detailed understanding of client needs and staff capabilities. This includes knowing which resources should be assigned to which tier and understanding the skills and knowledge of each guard to allocate workload effectively.
• A quick learner, able to efficiently navigate through our scheduling system, to create, maintain, and consistently fill work schedules.
• Understanding of our Service Agreements (SA’s), you stay on top of reviewing our workforce management tools to help maintain consistent scheduling coverage in response to long-term and short-term requests for service.
• A reliable team member, you provide open and honest communication with your team and manager to ensure team needs are being balanced with client priorities.
• Plan, manage and troubleshoot all scheduling activity for their assigned portfolio of hours for both permanent and ad-hoc guard service requests.
• Actively manage shift fulfillment and other plotting activities to ensure fulfillment with qualified staff.
• Manage within Divisional targets for cost control in areas such as planned and unplanned overtime and other non-billable hours.
• Monitor and action all scheduling-related requests such as time off requests, leave of absences, and all other forms of leave while ensuring suitable replacement coverage.
• Work closely with Payroll and Billing team to ensure the timely and accurate processing of staff payroll and client invoicing.
• Work with Regional Managers, Client Service Managers, Field and Site Supervisors and other staff to ensure a high degree of internal and external customer satisfaction.

Skills & Abilities

• Highly adaptable, able to remain professional and polite with clients and team members in stressful or urgent situations.
• Working in a fast-paced environment, you are a highly organized individual that strives to exceed client expectations.
• Your abilities to organize, listen, prioritize, and manage time will be second only to your exceptional personality and sense of care.
• Your resourcefulness, intermediate computer knowledge and customer service experience will be the foundation for your success in this role.
• A minimum of two years (2) in related customer service experience or administrative experience is preferred.
• A minimum 1 years’ experience in an operation or call center environment.
• Experience with labor planning, scheduling, dispatch, and communications. (Strong Asset)

Experience & Education

• Minimum High School Diploma, preferably post-secondary education (college or university).
• Thorough knowledge of provincial employment standards around hours of work and overtime.
• Previous security industry experience would be considered an asset.
• Strong computer skills with advanced data entry experience.
• Previous experience with a time and attendance management tool.
• Demonstrated experience with MS Office Suite.

Work Conditions

• Must be able to sit for long periods of time.
• This list is not all-inclusive and other business requirements may be included to which the incumbent will be obliged to perform.

The Division respects your human rights and will accommodate protected grounds in accordance with its lawful obligations.

How to Apply

Applicants must submit a resume indicating how their experiences meet these requirements.

We thank you for your interest but only individuals selected for interviews will be contacted.