Scheduling Supervisor

Scheduling SupervisorThe Scheduling Supervisor leads a team of 8–12 Scheduling Representatives, overseeing the daily management of all scheduling activity. This role ensures work orders are scheduled within SLA and routed efficiently to maximize technician productivity.The Supervisor is accountable for daily operational excellence, consistent coaching and development of their team, and driving measurable improvement in scheduling performance. They partner cross-functional with Customer Care and our Field Service teams to resolve issues, improve processes, and strengthen overall operational efficiency and service delivery.What success looks like:Build rapport and trust with their team through consistent 1:1s, clear expectations, and transparent feedbackAchieve or maintain team KPIs related to scheduling performance, including SLA adherence, missed appointments, and work order managementIdentify underperforming markets and develop targeted action plans for improvementDemonstrate measurable gains in scheduling efficiency and a reduction in service-impacting issuesReduce escalations by proactively identifying and closing skill gaps within the teamPartner with peers and leadership to contribute to at least one process improvement initiativeEstablish a consistent cadence of documented 1:1s to track coaching and development progressResponsibilities:Supervise, mentor, and develop a team of 8–12 Scheduling RepresentativesDeliver regular coaching, review scorecards, conduct performance reviews, and support individual development plansAct as subject matter expert to support process and system improvementsBalance workload distribution based on volume, capacity, priority work orders, and shifting business prioritiesServe as the first point of escalation for customer and employee issues, ensuring fast and effective resolutionTrack key scheduling KPIs including SLA adherence, missed appointments, and work order agingReinforce the daily Scheduler Checklist to drive consistency and enforce SOPsIdentify training needs and process gaps; conduct audits of scheduling quality and accuracyParticipate in FSM/Scheduler daily calls as needed to support market performanceReinforce accountability through consistent feedback and follow-upInterpret performance reports to identify trends, coach to gaps, and recognize top performersManage daily administrative functions including attendance tracking, scheduling oversight, and case queue managementEnsure team compliance with company policies, procedures, and applicable regulationsReview and act on missed appointments, aging work orders, and rescheduling trends throughout the dayEnsure schedules are optimized for technician efficiency and meet customer commitmentsProactively flag and communicate operational risks to leadership and cross-functional partnersIdentify opportunities to improve scheduling efficiency, reduce reschedules, and streamline workflowsSupport updates to SOPs, routing logic, and scheduling guidelinesConduct reporting, audits, and operational reviews as neededRequirements:3+ years of experience in scheduling, logistics, field service coordination, or operations leadershipDemonstrated track record of coaching teams to achieve KPI targetsExperience delivering performance feedback and conducting formal performance conversationsStrong problem-solving skills with the ability to stay composed and make sound decisions under pressureClear and professional communication skills — verbal, written, and one-on-one coachingProficiency in Salesforce and Microsoft OfficeAbility to interpret performance dashboards and reports to drive data-informed decisionsSkilled in conflict resolution and escalation management for both customer and employee situationsHighly organized, detail-oriented, and accountable — able to manage multiple priorities simultaneouslyExperience with, or willingness to adopt, quality monitoring tools and customer satisfaction measurement frameworksPreferred:Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal programs)Familiarity with NPS methodology and customer retention practicesExperience with Power BIWhat We Offer:Medical, dental, vision which start day one401(k) match of 50% up to 6%Life insuranceDisabilityUnlimited Paid Time AwayParental leaveAdditional voluntary benefitsCareer progression opportunitiesCoaching and professional development$57,000 - $67,000 a yearQuench offers competitive salary and benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.Applicants:Beware of fake job offers falsely claiming affiliation with our company.We never request banking details or other personally identifiable information during interviews.Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.Official emails are from our domain. Our approved emails will come from @quenchwater.com.Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at View email address on click.appcast.io Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.