Call Center Employee Scheduling Software

Snap Schedule call center employee scheduling software lets you efficiently schedule agents with the right skills at the right times to match the workload demands. It is the easiest way for call center teams to transform manual ways of agent scheduling into effortless workforce management.

The complete call-center staff scheduling solution

Running a successful call center requires getting the right number of agents in place at the right times. Staffing too many call center agents needlessly drives up costs and staffing too few agents at peak times causes your service level to suffer. Snap Schedule employee scheduling software helps precisely schedule the call center agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs.

With Snap Schedule you can easily arrange or make changes to shift schedules to accommodate your call center’s fluctuating call-in times and to deliver the level of performance your customers expect.

No-conflict scheduling

Drag-and-drop or auto-generate shift schedules for an unlimited number of agents and shifts. Support fixed, rotating, split, multiple shifts, time off, and on calls.

Tasks & breaks scheduling

Effortlessly schedule multiple tasks, duties, and breaks of any length in a single shift. Ensure adequate coverage by skills, positions and proactively manage break and rest compliance.

Time clock & attendance

Clock in/out of work on a mobile device or via an on-site iPad. Record work hours, on-call, and attendance for accurate payroll. 

Leave & time off accruals

Set up different leave types, reasons, and accrual rates. Avoid accidentally schedule on-leave employees. Employees can see their leave balance and request time off on the go.

Ensure shift coverage

Show the number of staff scheduled in each shift by positions, skills, or reasons. Flag over or under staffed positions or skills while making shift assignments.

Schedule by skills / positions

Define skills/certifications and associate them with employees. Fill a shift based on the required skills and positions. Provide multiple options for identifying who are qualified to bid on open shifts.

Unavailability & preferences

Avoid scheduling conflicts with up-to-date employee availability and leave balance. Employees can enter their availability and desired work hours.

Employee communication

Keep teams in sync and notify agents when work schedules have changed. Notify employees when open shifts are created and available. Alert schedulers when employees request time off, bid on an open shift, or accept a shift trade.

Automated shift callouts

Promote fairness, reduce grievances, and stay in compliance by enforcing callout rules and equalizing overtime opportunities. Receive and respond to callout and scheduling notifications via automated phone calls or SMS texting.

Labor cost control

Sum up in real time employees’ planned and actual work hours. Handle all types of regular, on-call, overtime, shift premium, and incentive pays. Generate time cards for payroll based on either planned or recorded work hours.

Extensive reports

Unlock the hidden value of workforce data with 59 built-in reports. Uncover insightful labor patterns, trends, and outliers. Export data to various file formats such as PDF, Word, Excel, HTML.

Anywhere, anytime access

Agents can access their schedules online, view leave balance, request time off, bid on, trade, pick up shifts, punch in/out, and update availability. Android and iOS employee scheduling apps are available.

More time for the work that matters most. See how.

“I’m a big believer in Snap Schedule. It’s the answer to all of United Answering’s scheduling needs. It eliminates all the stress and headache of scheduling and is an absolute joy to use.”
Greg Snyder, United Answering
“Drag and drop scheduling has reduced my previous 14 hours of scheduling time to 8 hours – even including our constant changes. That’s 6 ‘new’ hours I have to help users and coach staff in technology and customer solutions.”
Gilles Pinard, National Help Desk – Canada Blood Services

Ready to see Snap Schedule in action?

Our product specialists will customize a demo that addresses each challenge, question, and goal you have—all at your convenience.