Scheduling Supervisor

Scheduling Supervisor

The Scheduling Supervisor leads a team of 812 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-functionally 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

Within the first 90 days, a successful Supervisor will:

• Build rapport and trust with their team through consistent 1:1s, clear expectations, and transparent feedback
• Achieve or maintain team KPIs related to scheduling performance, including SLA adherence, missed appointments, and work order management
• Identify underperforming markets and develop targeted action plans for improvement
• Demonstrate measurable gains in scheduling efficiency and a reduction in service-impacting issues
• Reduce escalations by proactively identifying and closing skill gaps within the team
• Partner with peers and leadership to contribute to at least one process improvement initiative
• Establish a consistent cadence of documented 1:1s to track coaching and development progress

RESPONSIBILITIES

Team Leadership & Development

• Supervise, mentor, and develop a team of 812 Scheduling Representatives
• Deliver regular coaching, review scorecards, conduct performance reviews, and support individual development plans
• Act as subject matter expert to support process and system improvements
• Participate in special projects as needed to improve customer experience
• Balance workload distribution based on volume, capacity, priority work orders, and shifting business priorities
• Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution

Performance & Quality Management

• Track key scheduling KPIs including SLA adherence, missed appointments, and work order aging
• Reinforce the daily Scheduler Checklist to drive consistency and enforce SOPs
• Identify training needs and process gaps; conduct audits of scheduling quality and accuracy
• Participate in FSM/Scheduler daily calls as needed to support market performance
• Reinforce accountability through consistent feedback and follow-up
• Interpret performance reports to identify trends, coach to gaps, and recognize top performers

Operational Execution

• Manage daily administrative functions including attendance tracking, scheduling oversight, and case queue management
• Ensure team compliance with company policies, procedures, and applicable regulations
• Review and act on missed appointments, aging work orders, and rescheduling trends throughout the day
• Ensure schedules are optimized for technician efficiency and meet customer commitments
• Proactively flag and communicate operational risks to leadership and cross-functional partners

Process Improvement & Collaboration

• Identify opportunities to improve scheduling efficiency, reduce reschedules, and streamline workflows
• Support updates to SOPs, routing logic, and scheduling guidelines
• Conduct reporting, audits, and operational reviews as needed

REQUIREMENTS

Experience

• 3+ years of experience in scheduling, logistics, field service coordination, or operations leadership
• Demonstrated track record of coaching teams to achieve KPI targets
• Experience delivering performance feedback and conducting formal performance conversations
• Hybrid work model: Remote work 2 days a week, In King of Prussia, PA or Grapevine, TX office 3 days a week

Skills & Competencies

• Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure
• Clear and professional communication skills verbal, written, and one-on-one coaching
• Proficiency in Salesforce and Microsoft Office
• Ability to interpret performance dashboards and reports to drive data-informed decisions
• Skilled in conflict resolution and escalation management for both customer and employee situations
• Highly organized, detail-oriented, and accountable able to manage multiple priorities simultaneously
• Experience with, or willingness to adopt, quality monitoring tools and customer satisfaction measurement frameworks

Preferred

• Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal programs)
• Familiarity with NPS methodology and customer retention practices
• Experience with Power BI

What We Offer

• Medical, Dental, Vision which start day one
• 401(k) match of 50% up to 6%
• Life insurance
• Disability
• Unlimited Paid Time Away
• Parental leave
• Additional voluntary benefits
• Career progression opportunities
• Coaching and professional development

$60,000 - $70,000 a year

Quench 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.

Equal Opportunity Employer

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