Job title: Field Operations Scheduler (Bilingual - French/English)

Type of employment: Full-Time

Shift Schedule: Flexible Schedule (Availability during Eastern Time business hours plus evenings and weekends as needed)

We are seeking a highly organized, proactive, and results-driven Field Operations Scheduler to support the successful execution of mystery shopping programs across multiple markets. This role is responsible for recruiting and assigning mystery shoppers, ensuring assignments are completed accurately and on time, and proactively resolving scheduling challenges before they impact project delivery.

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