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Call Center Scheduling Manager


Total Operations

Job Location

United States

Additional Locations

  • Culver City, California
  • Washington, District of Columbia
  • Cincinnati, Ohio
  • Chicago, Illinois
  • New York, New York
  • Norwalk, Connecticut
  • San Francisco, California
  • Seattle, Washington
  • Troy, Michigan
  • Sunnyvale, California

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Position Type


Who We Are:

Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And, we’re proud to share we’ve received our Great Place to Work Certification for 2022!


About Total Operations:

In our world of rapid change, the need for reliable information to make confident decisions has never been greater. Ipsos is a global market research company that believes clients need more than a data supplier, they need a partner who can produce accurate and relevant information and turn it into actionable truth. We base our partnership on advanced technological solutions and methodologies led by industry experts. Ipsos Interactive Services (IIS) is the operations division that offers a full range of online, survey-based services to our internal Client Service team members. 



What you can expect to be doing:

This position reports directly to the Field Management Team and works collaboratively with other center staff. The Scheduling Manager is responsible for reviewing Interviewer schedules, updating hours available across North America and daily assignment of hours to the programs in field. In this role, you must manage people’s expectations in a proactive and positive manner. The dynamic business needs also require the ability to stay cool under pressure and to juggle changing priorities through excellent time management skills.


What success in this role looks like:

· Ensure all Interviewer weekly schedules (~230) are updated into the system on a regular timeframe and follow up for those missing information

· Timely written communication provided when work schedules are adjusted to match business needs across North America

· Follow up to interviewer requests such as make up shifts, change to a schedule, time off, LOAs or vacation pay

· Escalation to management when scheduled hours do not correspond to business needs and vice versa

· Collaboration and Teamwork between Project Management, Field Managers, and Interviewers

· Proactive and will be attuned to the scheduling for upcoming holidays, project field dates, and calling windows (time zones) in the case of scheduling changes

· Weekly updates with the management team

· Nurture vendor relationships: update competitive intelligence, book hours and internal logs for compliance

· Informs recruitment coordinator on attrition and hiring planning


This might be the job for you if you have:

· Minimum 1 year Call Centre experience.

· High School Diploma or equivalent. Relevant college or university courses an asset.

· Proven track record of excellent attendance and punctuality

· Well-developed and effective interpersonal skills are required.

· Basic Project Management knowledge/application an asset

· Excellent written and verbal skills

· Knowledge of Microsoft Office Suite applications required, particularly Excel and Word

· Must be available to work Mon-Friday, 9-5pm

· French bilingual would be an asset.


If you don’t meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you’re applying to!

The salary range for this role in New York, NY is $65,000 to $130,000. Your final base salary will be determined based on several factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications. 

What’s in it for you:

At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit: US - CA -


Commitment to Diversity

Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do.

We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.




Job Duration


This position is located in United States. View the Google Map in full screen.

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