Workforce Planning & Scheduling Specialist

About Us

SMS Security has protected people and property since 1988. Headquartered in Toronto, we proudly serve multi-residential condominium communities across the Greater Toronto Area, providing guard services, installation and servicing of security systems, mobile patrol, and parking enforcement. We are in a multi-year transformation to grow into a full-service security company, and technology is one of the pillars that growth depends on. We’re looking for a Workforce Planning & Scheduling Specialist who is eager to grow with us and help build the processes and systems that support our continued success.

The Role

This is a new role for SMS Security and an exciting opportunity to transform how we deploy our frontline workforce. Reporting to [Reporting Manager], the Workforce Planning & Scheduling Specialist will be our hands-on scheduling expert, supporting the implementation of our new scheduling software, bringing best practices to how we schedule, and ensuring every shift is covered, especially when employees call in, with the best-fit employee in the most efficient and cost-effective way.

You will look ahead as well as day to day: forecasting resource needs, partnering with Account Managers to understand client contract requirements, and working with HR to build reliable rosters of employees ready to cover shifts. Just as important, you will build strong, trusting relationships with our security guards and mobile patrol officers, who are the heart of our business.

What You’ll Do

• Shift Coverage & Call-Outs: Replace manual processes with a reliable, fair and fast system for covering call-ins and last-minute absences, including relief rosters, so that no post is left uncovered. Provide the information, tools and support that after-hours on-call staff need to fill shifts quickly and consistently.
• Scheduling & Site Assignments: Maintain regular site assignments for guards and mobile patrol officers, ensuring the best fit based on site requirements, qualifications and availability. Manage changes as they arise, including new sites, contract changes, vacations, leaves and turnover, while meeting contract commitments, minimizing overtime and complying with Employment Standards Act requirements for hours of work, rest periods and overtime.
• Scheduling Software Subject Matter Expert: Support the implementation of our new workforce scheduling software (such as TrackTik or a similar platform), including set-up of employee, site and post requirement data, testing and training for frontline employees and on-call staff. Serve as the go-to subject matter expert on the system, helping others use it effectively and recommending improvements.
• Workforce Planning & Forecasting: Forecast staffing requirements based on client contracts, new site start-ups, seasonal demand, absenteeism and turnover. Partner with HR and Talent Acquisition to build rosters of qualified employees to cover shifts and to plan recruitment ahead of need.
• Account Manager Partnership: Work closely with Account Managers to understand each client’s contract and resource needs, including post hours, qualifications and site-specific requirements, and translate them into effective staffing plans. Proactively communicate coverage risks and solutions.
• Frontline Relationships & Communication: Build strong relationships with guards and mobile patrol officers, understanding their availability, skills and preferences. Communicate schedules and changes clearly and respectfully, and use feedback from the front line to improve how we schedule.
• Reporting & Analysis: Track and report on key workforce metrics, including shift fill rates, overtime, absenteeism, call-in trends and labour cost against contract, and use the data to recommend improvements in efficiency and service.

What We’re Looking For

• 3+ years of experience in workforce scheduling, resource planning or workforce management, ideally in a 24/7, shift-based environment
• Post-secondary degree or diploma in Business, Human Resources, Operations Management or a related discipline
• Hands-on experience using workforce scheduling software, ideally as a super-user or subject matter expert
• Solid understanding of resource management, forecasting and labour cost optimization
• Working knowledge of the Employment Standards Act, 2000, including hours of work, rest periods, overtime and public holidays
• Strong analytical skills and advanced Excel skills, with the ability to turn data into practical recommendations
• Exceptional written and verbal English communication skills
• Proven ability to build strong relationships with frontline employees, managers and internal partners
• Strong problem-solving skills and the ability to stay calm and make sound decisions under pressure
• Advanced organizational skills and a strong sense of urgency

Nice to Have

• Experience in the security, healthcare, hospitality, transportation or another 24/7 field-based industry
• Experience with TrackTik or other security industry scheduling platforms
• Experience supporting a new system implementation and training users

Why Join SMS Security

This is a rare opportunity to join a growing company in a brand-new role and shape how it works. You’ll replace manual processes with modern tools and best practices, make a real difference in the day-to-day lives of our frontline employees, and help us deliver reliable service to our clients. If you love solving problems, building relationships and bringing order to a fast-paced operation, we’d love to hear from you.

Salary Range: $60,000-$75,000 plus eligibility for a discretionary incentive

SMS Security is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations during the recruitment and selection process, please let us know. We are happy to make necessary arrangements to support your accommodation needs.

We thank all applicants for their interest in a career with SMS Security; however, only those candidates who are selected for an interview will be contacted.