Job Title: Scheduling Lead
Department: Quality Assurance
Reports To: May
Job Summary
The Scheduling Lead is responsible for overseeing and managing the scheduling team to ensure efficient workforce planning and resource allocation. This role requires strong leadership, problem-solving skills, and the ability to optimize schedules while maintaining operational efficiency. The Scheduling Lead will collaborate with internal teams, resolve scheduling conflicts, and contribute to process improvements.
Key Responsibilities
-Schedule Management & Optimization
Oversee the creation and maintenance of schedules, ensuring optimal coverage and resource utilization.
Monitor and adjust schedules as needed based on demand, availability, and unforeseen changes.
Maintain When I Work to enhance scheduling efficiency.
-Team Leadership & Collaboration
Lead and support the scheduling team, providing guidance and ensuring team performance.
Collaborate with Account Coordinators, SMEs, and Leads to align scheduling with business needs.
Engage with teammates using Google Meet, Slack, and webcams to foster a collaborative work environment.
-Process Improvement & Issue Resolution
Analyze recurring scheduling issues and identify trends to improve efficiency.
Communicate key client metrics to provide transparency within the organization.
Handle escalated scheduling conflicts and issues promptly.
Continuously seek learning opportunities and maintain an open-minded approach to process improvements.
Required Qualifications
Previous customer service experience.
Fluency in English with strong written and verbal communication skills.
Ability to actively listen and build trust with team members.
Proficiency in computer navigation and data entry.
Strong ability to maintain confidentiality and secure sensitive information.
Preferred Qualifications
Experience using CRM systems.
Familiarity with Google Workspace.
Previous team leadership or supervisory experience.
Experience with workforce management or scheduling software.
Ability to analyze scheduling data to improve operational efficiency.
Strong organizational and problem-solving skills.
Key Competencies
Leadership: Ability to motivate, guide, and develop a diverse team.
Communication: Clear and effective verbal and written communication.
Problem-solving: Quick resolution of scheduling conflicts and issues.
Adaptability: Flexibility to adjust to changing priorities and operational needs.
Time Management: Strong ability to prioritize multiple tasks and schedules effectively.
Attention to Detail: Ensuring accuracy in scheduling and proactively addressing issues.
Collaboration: Ability to work cross-functionally with internal teams and leadership.
Technical Proficiency: Comfortable with scheduling software and technology tools to optimize processes.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
Page updated
Report abuse