Call Center Agent Scheduling Coordinator

The Scheduling Coordinator is responsible for managing the scheduling and deployment of security officers across client sites in the UK. The role involves coordinating shifts, maintaining site coverage, communicating with officers, and liaising with clients to ensure smooth operational delivery.

This position requires strong organizational skills, attention to detail, and the ability to respond quickly to operational changes.

Key Responsibilities

1. Officer Scheduling

• Schedule security officers across multiple client sites ensuring full coverage at all times.
• Manage shift allocations, rotations, and officer availability.
• Handle last-minute changes such as sickness, absences, or emergency replacements.
• Monitor attendance and update scheduling systems accordingly.
• Ensure accurate shift records are maintained.

2. Client Communication

• Act as the first point of contact for client queries related to staffing and scheduling.
• Provide timely updates to clients regarding staffing arrangements and site coverage.
• Address client concerns professionally and escalate issues when necessary.
• Maintain strong professional relationships with clients.

3. Operational Coordination

• Communicate shift details and instructions to security officers.
• Confirm officer availability and site assignments before each shift.
• Coordinate with operations teams to resolve scheduling conflicts.
• Ensure operational continuity across all assigned sites.

4. System & Documentation

• Maintain accurate records within scheduling systems (e.g., Parim or similar).
• Track attendance, shift changes, and site requirements.
• Generate reports when required by management.

Required Skills

• Strong communication skills (verbal and written English)
• Excellent multitasking abilities
• Ability to work under pressure and handle urgent operational changes
• Attention to detail and strong problem-solving skills
• Experience with scheduling or CRM systems preferred

Preferred Experience

• Experience in call center, operations coordination, or workforce scheduling
• Experience dealing with clients or customer support roles
• Familiarity with security industry scheduling systems (Parim or similar) is an advantage

Working Pattern

• Roster pattern is of 4 on & 4 off currently. Will be going to change once the full staff will be recruited
• 12 hrs of shift curretnly.

Pay: Rs60,000.00 - Rs75,000.00 per hour

Work Location: In person