Field Operations Scheduler (Bilingual - French/English)

Unlike traditional appointment scheduling, this is a "pull scheduling" role that requires actively sourcing and engaging independent mystery shoppers for one-time assignments. The ideal candidate combines the persistence of a recruiter or telemarketer with the customer service skills needed to build strong relationships with a distributed field workforce.

About the Company:

The company is a leading provider of mystery shopping and customer experience research services. Through a nationwide network of independent shoppers, the organization helps businesses gain valuable insights into customer interactions, operational performance, and service quality.

The team operates in a fast-paced environment where communication, responsiveness, and execution are critical to delivering high-quality client results.

Objective of this role:

* Achieve 100% on-time completion of assigned mystery shopping missions
* Recruit and maintain a reliable network of mystery shoppers
* Ensure smooth scheduling and execution of field assignments
* Quickly resolve scheduling challenges, cancellations, and no-shows
* Maintain accurate project tracking and reporting
* Support operational scalability by efficiently managing a high volume of field assignments

Responsibilities:

Mystery Shopper Recruitment & Assignment

* Actively recruit mystery shoppers for one-time and recurring assignments
* Match shoppers to assignments based on location, availability, qualifications, and project requirements
* Build and maintain relationships with a distributed network of field contractors
* Continuously identify and engage new shoppers to support project needs

Field Operations Scheduling

* Manage scheduling and assignment of mystery shopping missions across multiple active projects
* Coordinate assignment confirmations, scheduling updates, and completion deadlines
* Ensure all shops are staffed and completed within required timelines
* Monitor assignment progress and proactively address potential delays

Project Launch & Route Creation

* Review new client projects and operational requirements
* Create routes and assignment plans for newly launched projects
* Ensure projects are set up accurately and ready for execution
* Coordinate project launches with internal stakeholders as needed

Follow-Up & Issue Resolution

* Follow up with shoppers before, during, and after assignments
* Troubleshoot scheduling issues, including no-shows, cancellations, delays, and replacements
* Quickly secure backup shoppers when coverage gaps arise
* Escalate critical issues while maintaining ownership of outcomes

Communication & Relationship Management

* Communicate consistently through email, Zoom, chat, phone, and other communication channels
* Maintain prompt response times to shopper inquiries and assignment requests
* Provide clear instructions, updates, and support throughout the assignment lifecycle
* Collaborate closely with operations and project teams to ensure successful execution

Tracking & Reporting

* Maintain accurate trackers for assignment status, deadlines, completion rates, and shopper activity
* Monitor project performance and identify risks to on-time completion
* Update internal systems and documentation consistently
* Ensure data accuracy across scheduling and reporting tools

Recruitment Marketing Support

* Post basic social media updates to support mystery shopper recruitment efforts
* Assist with attracting new shoppers to available assignments
* Support outreach initiatives that expand the shopper network

Required skills and qualifications:

* Must have exceptional verbal and written communication skills in both French and English
* Experience in scheduling, dispatching, staffing, recruiting, field operations, or workforce coordination
* Experience recruiting contractors, gig workers, or managing distributed field teams
* Strong verbal and written communication skills
* Strong spreadsheet, tracker, and data management experience
* Ability to manage multiple priorities in a deadline-driven environment
* Strong follow-through and accountability
* Proactive, self-directed work style
* Excellent organization and prioritization skills
* Comfortable communicating via email, Zoom, chat, phone, and social media
* Ability to work flexible hours, including occasional evenings and weekends, to support shopper recruitment and assignment completion
* Strong customer service and relationship-building skills

Preferred skills and qualifications

* Experience in mystery shopping, field marketing, merchandising, staffing, dispatching, or gig workforce management
* Experience recruiting and engaging independent contractors
* Familiarity with ShopMetrics or similar workforce management platforms
* Experience in high-volume scheduling environments
* Background in sales, telemarketing, customer service, or recruiting
* Experience supporting project launches or operational coordination initiatives

Additional Information:

* This role supports a flexible work schedule and may require availability outside traditional business hours to connect with mystery shoppers who work full-time jobs.
* Mobile time tracking will be enabled to support flexible scheduling and after-hours responsiveness.