Scheduling Supervisor

Job Summary

The Scheduling Supervisor is responsible for the supervision of the Operations Coordinators (schedulers) within a defined service territory to ensure strict operational governance of the Planning & Scheduling standard work and leader standard work.

Job Responsibilities:

• Supervise and lead the regional scheduling team
• Conduct bi-weekly staff meetings to realign on priorities address open issues and communicate any business changes
• Conduct bi-weekly 1:1 meetings with each direct report to: 1) provide employee feedback and mentor/coach 2) understand where leadership support is needed 3) realign on priorities and/or review progress with any open corrective/preventative actions being driven by the direct report
• Maintain a scorecard by individual / region OKR performance. Analyze results develop implement and own action plans
• Attend a monthly operating review whereby the Scheduling Supervisors present key metric trends and progress on implementing corrective/preventative actions to trend all metrics toward and beyond the metric target
• Support quarterly People Strategy sessions led by the Service Planning and Scheduling Manager to: 1) plan succession for any Coordinator flight risks 2) identify new or review existing flights risks on the team and 3) review action plans for employees that need development
• Hold Coordinators accountable for strict adherence to standard work and performance manage accordingly; all team members are performing their job ethically to the highest standard and that defined processes/guidelines are being followed and the system of record (Oracle) is properly maintained
• Collaborate with business owners to meet financial targets and make sure the team realizes they are accountable in achieving our monthly financial targets
• Participate in annual performance reviews merit planning and talent review of direct reports.
• Maintain staffing for designated territory (recruiting and onboarding)
• Maintain regional PTO schedule ensure responsibilities are covered during absences and ensure absences are communicated to stakeholders in advance of the absence
• 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.
• Maintain customer service standards and handle escalated scheduling issues
• Assist the Director Service Operations 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
• Act as a backup to a Coordinator during a Coordinator absence as necessary
• Other duties as required.

Qualifications

• 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.
• Self-motivated 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.
• High-level 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:25%
Drivers License RequiredYes

Special Physical Requirements or Work Conditions
Special Physical Requirement:N/A