Operations Scheduler

Job description

The Operations Scheduler plays a pivotal role in supporting operations, helping build care teams that are essential to the client experience, and optimizing our workforce. Leveraging advanced logic, reasoning, and decision-making skills alongside strong written and verbal communication abilities, this role acts as a trusted partner to Care Managers and a stabilizing force for our caregiving workforce.

As the primary individual responsible for managing care team schedules for 40+ clients, this role serves as a direct advisor to Care Managers on care team construction and caregiver performance. Through strategic scheduling and workforce management, this role builds cohesive care teams and ensures efficient utilization while maintaining job satisfaction across our caregiving staff. Collaborating across internal teams, this role ensures seamless operations and stable care teams, allowing Care Managers to focus on what matters most: exceptional client care. Success is defined by caregiver utilization, care team stability, schedule compliance with Alberta regulations, and operational optimization.

Key Accountabilities

Schedule Management & Optimization

• Build and maintain monthly schedules for 40+ clients, ensuring all shifts are filled with minimal disruption to existing care teams.
• Own schedule hygiene in Sling, serving as the primary administrator and ensuring data accuracy and system integrity.
• Monitor caregiver utilization to meet required targets, balancing workload distribution to prevent burnout while maximizing efficiency.
• Ensure schedule compliance with Alberta regulatory requirements, contractual obligations, and company policy.
• Track and report team adherence to schedule commitments and key performance indicators (KPIs).

Care Team Construction & Workforce Management

• Suggest care team options for vacancies based on skills, compatibility, preferences, and considerations including availability, proximity, language, cultural, and personal care needs.
• Strive for care team consistency by minimizing caregiver rotation for each client, supporting long-term client satisfaction.
• Collect and maintain accurate caregiver availability data, ensuring schedules align with both caregiver availability and client needs.
• Balance caregiver workloads and identify risks of over-scheduling or burnout across the workforce.
• Hold caregivers accountable to their schedule commitments and availability promises.

Problem Solving & Contingency Planning

• Respond swiftly to last-minute scheduling changes including sick calls, new client intakes, and unexpected disruptions.
• Ensure continuity of care by reassigning shifts promptly when disruptions occur.
• Anticipate scheduling conflicts and develop contingency plans to minimize service interruption.
• Manage high-demand periods such as holidays with minimal disruption to clients and caregivers.
• Monitor client demand and staff availability to proactively identify and address staffing gaps.

Communication & Collaboration

• Serve as the primary point of contact for caregivers regarding scheduling issues, questions, and updates.
• Provide timely updates to caregivers about schedule changes, expectations, and opportunities.
• Partner with Care Managers as a trusted advisor on care team construction and caregiver performance.
• Present viable solutions to Care Managers to enable informed decisions on team changes and staffing strategies.
• Share all client-related issues and schedule changes with Care Managers, who handle direct client communication.
• Coordinate with recruitment to meet current and future scheduling needs based on demand forecasts.

Documentation & System Management

• Maintain excellent data hygiene in HubSpot by accurately logging client schedules, caregiver availability, and all scheduling communications.

• Maintain and update the caregiver/client map to ensure visibility across teams.

• Maintain accurate records of schedules, changes, and communications for compliance and operational continuity.

• Generate reports on utilization, overtime, scheduling efficiency, and other key metrics.

• Leverage scheduling and productivity tools including Sling, Google Sheets, HubSpot, and Kanban boards to optimize workflow.Qualifications

• 1-5 years of experience in scheduling, operations coordination, workforce management, or a related field requiring complex logistics and multi-stakeholder coordination.

• Proven track record of managing multiple concurrent projects with precision and accountability.

• Demonstrated proficiency with scheduling software, CRM systems, and productivity tools (experience with Sling, HubSpot, and Google Sheets preferred).

Preferred

• Experience in customer service, healthcare, or caregiving environments.
• Background in sales, account management, or consultative roles requiring persuasive communication and solution selling.
• Experience working in high-volume, fast-paced operational environments with frequent changes and competing priorities.
• Familiarity with compliance requirements in healthcare or home care settings.

Skills & Competencies

• Ownership & Accountability: Takes definitive ownership over schedule integrity and care team stability, serving as the primary expert and advisor on scheduling decisions while maintaining responsibility for execution and outcomes.
• Human-Centered Problem Solving: Balances operational efficiency with empathy and understanding of caregiver and client needs, designing solutions that work for people, not just systems.
• Ingenuity & Resourcefulness: Creative and innovative in finding solutions within constraints, thinking beyond conventional approaches to solve complex scheduling challenges.
• Analytical & Strategic Thinking: Ability to identify patterns, predict scheduling gaps, and proactively address workforce deficiencies before they impact service delivery.
• Problem-Solving Tenacity: “Dog on a bone” mentality—relentless in finding solutions, exploring alternatives, and navigating complex constraints to achieve optimal outcomes.
• Communication Excellence: Clear, concise, and persuasive communication skills (written and verbal) that build trust and drive alignment across caregivers, Care Managers, and internal teams.
• Organizational Mastery: Exceptional organizational skills with meticulous attention to detail and the ability to maintain multiple complex schedules simultaneously.
• Consultative & Persuasive: Strong ability to “sell” solutions to both caregivers and Care Managers, presenting options that balance operational needs with individual preferences.
• Confidence & Decisiveness: Self-assured demeanor with the ability to make decisive recommendations and hold stakeholders accountable to commitments.
• Proactive Mindset: Forward-thinking approach that anticipates challenges rather than reacting to them, always staying one step ahead.

Work Environment

• 40 hours per week with core availability from 8:00 AM to 2:00 PM MT to handle real-time scheduling needs and support care teams

• Flexibility to structure your remaining work hours in a way that optimizes your efficiency and productivity

• Success is measured by outcomes and impact rather than hours worked—no overtime requirement

• Candidates must be able to work within Alberta’s regulatory framework as our operations are based in Alberta

• No travel required for this position

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.

• Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.

• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard.

Salary: $1200-1500/month

Role type: Full-time, fully remote

Schedule: 40 hours per week with core availability from 8:00 AM to 2:00 PM MT

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Application Process:

• In place of a traditional initial interview, you’ll be asked to record your responses to the initial interview questions through Loom video recording (questions & instructions are in the application page).

• Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps.

• Please treat this recording as you would a real interview:

  • Come prepared and make sure you’re clearly visible on camera.
  • Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection.

• We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.