The Domestic Scheduling Supervisor requires a versatile candidate with a strong leadership and customer-service background, great attention to detail, and excellent communication skills. It is a fast-paced working environment so they must be motivated, organized and work well under pressure. This position requires the ability to decisively act in important situations using discretion and independent judgment and solve problems in a professional and timely manner.
The Domestic Scheduling Supervisor will be responsible for training and leading the domestic scheduling team on a day-to-day basis while working with upper management to establish and implement new policies, procedures, and efficiencies. This position revolves around providing impeccable customer service from the initial request for services through delivery and requires poise and professionalism in handling last-minute needs.
DOMESTIC SCHEDULING SUPERVISOR ESSENTIAL FUNCTIONS:
- Provides direct supervision to Scheduling Coordinators, Case Managers, Confirmation Specialists and Location & Exhibit Specialist(s).
- Participates in hiring process, leads new employee training, establishes performance standards to ensure staff competency and achievement of department goals; develops team members through coaching, career development mentoring, and motivational techniques.
- Conducts annual employee performance reviews, monthly check-ins with direct reports, and weekly training check ins with new hires.
- Fosters a cohesive team environment and plans quarterly team-building events.
- Plan for fluctuations in staff to ensure the department has proper coverage.
- Monitors Scheduling inbox and supports with client emails and calls, as needed.
- Conducts regular department meetings to discuss topics of concern and policy changes.
- Develops training materials and holds training sessions.
- Reviews and approves timesheets and PTO requests. Regularly monitors OT.
- Provides suggestions on how to improve service levels, department workflows, policies and procedures through process improvements and/or utilization of technology. With management’s supervision and input, devises protocols for new workflows and relays the same to the team.
- Handles urgent after-hours/weekend inquiries that have been escalated from the weekend operations team.
- Problem solves difficult situations and escalated client matters without guidance or oversight.
- Oversees the department’s quality assurance process.
- Work collaboratively with other managers and leadership on various projects and initiatives.
DOMESTIC SCHEDULING SUPERVISOR SHIFT:
12:00pm-8:00pm EST
DOMESTIC SCHEDULING SUPERVISOR LOCATION:
Fully Remote
DOMESTIC SCHEDULING SUPERVISOR COMPENSATION:
$60,000 - $65,000 annually
BENEFITS:
- Medical
- Dental
- Vision
- Health Savings Account
- Voluntary Term Life Insurance
- Voluntary Whole Life Insurance
- Voluntary Long Term Disability
- PTO
- Paid Holidays
- 401(k)
- Employee Assistance Program (EAP)
- Maternity Leave
- Wellness Programs
- Domestic Partner Benefits
Bachelor’s degree preferred and a minimum of 5 years in a customer-service environment. Proven ability to lead a team required and previous supervisory/management experience recommended. Excellent written and verbal communication skills, meticulous attention to detail and organizational skills, client-focused attitude, ability to multi-task. Good analytical and problem-solving skills and flexible work schedule. Must have a team-spirited, positive personality. Working knowledge of Microsoft Office programs.
EOE M/F/D/V
