We are seeking a Scheduling Manager to join our team! In this role, you will lead a team of scheduling administrators responsible for creating daily schedules for Field Technicians providing fire protection services to a diverse customer base. You’ll optimize scheduling and technician dispatch while ensuring all customer commitments are met efficiently and in compliance with company standards.

As the Scheduling Manager, you’ll supervise and support the scheduling team, assign work, and collaborate with various departments to enhance the customer experience and ensure adherence to standard operating procedures.

-Manage, plan, organize, and oversee the activities of the scheduling team. Develop consistent, scalable procedures based on operational needs and management input.

-Consistently achieve schedule-specific KPIs, including utilization and productivity targets.

-Use Field Service software to monitor daily reports, ensuring efficient technician schedules that meet productivity standards. -Recommend and execute action plans to improve performance, profitability, and customer service experience.

-Address escalated customer concerns or requests by collaborating with fellow managers and internal stakeholders to achieve resolution.

-Assist Schedule Administrators, management, and customers with schedule-specific inquiries, escalating issues when necessary.

-Monitor team efficiencies and lead continuous improvement initiatives.

-Effectively manage departmental costs and budgets.

-Prepare and present reports on departmental activities for management review.

-Hire, train, and develop employees to meet job standards.

-Foster skill development and enhance team performance through ongoing training and coaching.

-Conduct employee performance evaluations, offering constructive feedback on strengths and areas for improvement.

-Oversee employment actions such as hiring, performance documentation, and promotions with approval from the Director of Systems Innovation.

Experience: 5+ years of administrative experience, with 1-3 years of scheduling and/or dispatching experience preferred.

Education: High School Diploma or GED required; Associate’s degree preferred or equivalent experience.

Technical Skills: Advanced proficiency in Microsoft applications, CRM, ERP, and Field Service Management software.

Customer Service: Demonstrates exceptional customer service skills, professional etiquette, and people management experience.

Industry Knowledge: Familiarity with fire life safety or similar industries preferred.

Problem-Solving: Strong analytical and problem-solving abilities, with the ability to maintain composure under pressure.

Communication: Excellent communication, interpersonal, coaching, and training skills.

Understanding of Services: Ability to grasp the scope of fire protection services, technician capabilities, and customer account requirements.

$75,000 - $85,000 a year