Supervisor, Service Coordinator
Supervisor, Service Coordinator
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
The Scheduling Supervisor is responsible for the supervision of the operations coordinators (schedulers) and/or site support specialists within a defined service territory to ensure Vertivs contractual obligations and service requests are fulfilled.
Job duties include and are not in any order of importance:
- Supervise and lead the regional scheduling team while maintaining coordination responsibilities for a designated territory.
- Ensure the scheduling team is performing their job ethically to the highest standard and that defined processes/guidelines are being followed and the system of record is properly maintained.
- Participate in annual performance reviews merit planning and talent review of direct reports.
- Maintain staffing for designated territory (recruiting and onboarding).
- Mentor and coach and address performance issues.
- Conduct regular staff meetings to ensure the business and territory needs are met.
- Maintain a scorecard by individual / region OKR performance. Analyze results develop and implement action plans and share results with the Director Service Planning & Scheduling and Region Manager(s) on a monthly basis.
- Ensure coordinators are documenting performance results in Oracle.
- Maintain regional PTO schedule and ensure responsibilities are covered during absences.
- Maintain customer service standards and handle escalated scheduling issues including but not limited to sales inquiries and assisting Customer Success Management and Coordinated Services scheduling.
- Assist the Director Service Planning & Scheduling in the implementation of new processes/policies and systems.
- Assist the team with the administration of customer special requirements.
- Proactively identify schedule risks and present options to resolve critical potential issues to the local team and Scheduling Manager.
- Ensure all billable work is being scheduled and executed and tickets are closed out in a timely basis.
- Other duties as required.
Competencies
To perform the job successfully an individual should demonstrate the following competencies:
- Action Oriented Enjoys hard work; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise.
- Building Effective Teams Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management; acts as if real success is the success of the team.
- Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; talks and acts with customers in mind.
- Drive for Results Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
- Directing Others Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a wellplanned and organized manner; maintains twoway dialogue with subordinates on work and results.
- Organizing Can marshal resources (people funding material support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Qualifications
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
- Bachelors degree in business administration OR High school education with 5 years minimum same or similar work experience.
- Minimum of 5 years customer service and coordination of service activities.
- Selfmotivated and possess the ability to lead and direct a diverse team.
- Must be attentive patient and strongly skilled in written and verbal communication; clear professional positive and informative communication style.
- Highlevel competence in multitasking time management organization critical and analytical thinking problem solving and the ability to influence others are required.
- Ability to thrive in a dynamic and collaborative environment and be comfortable with ambiguity.
- Adapt quickly to changing priorities and customer needs.
- Ability to persuade others in order to change undesirable behaviors and/or achieve the goals of the business.
- Must be proficient in the business tools used to perform the job and have extensive knowledge of the businesses processes people and products.
- Intermediate/advanced proficiency using Microsoft Excel software including data analysis pivot tables etc.
- Willing to work flexible hours including before shift/after shift and weekends to support the business.
Travel Requirements
% of Travel:025%
Drivers License RequiredYes
Special Physical Requirements or Work Conditions
Special Physical Requirement:N/A
Required Experience:
Manager
Employment Type
Full Time
