Scheduling Supervisor

Scheduling SupervisorThe 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 ResponsibilitiesSupervise 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 QualificationsBachelor's 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% Driver's License Required? Yes Special Physical Requirement: N/A