Field Representative Scheduling Lead

2020 Companies•New York, NY

13d•Remote

About The Position

2020 Companies is seeking a Scheduling Lead for its Shared Services Team. This role supports daily field operations by coordinating schedules, maintaining coverage, and ensuring clear and accurate communication across teams. The Scheduling Lead works with Scheduling Coordinators, Team Leads, Market Leads, and internal partners to support field representatives and smooth operations in a fast-paced environment. The position maintains workflow continuity, addresses scheduling challenges proactively, and supports operational efficiency. It is suited to an organized, detail-oriented, solutions-focused person who enjoys working with people while managing multiple priorities. The role is remote and requires full-time availability while adhering strictly to assigned shift hours. The employee must be able to work independently from home, with reliable internet access and a dedicated workspace.

Requirements

Strong organizational and time-management skills, with the ability to prioritize effectively.
Excellent written and verbal communication skills.
High attention to detail and a proactive problem-solving mindset.
Ability to work independently and manage responsibilities in a remote environment.
Comfort using multiple software platforms and tools simultaneously.
Basic to intermediate computer proficiency.
Previous experience in scheduling, dispatch, workforce coordination, or administrative support.
Experience supporting remote or field-based teams.
Ability to work from home independently and reliably.
Full-time availability and adherence to assigned shift hours.
Ability to monitor, adjust, and manage schedules based on staffing gaps and operational needs.
Reliable internet connection and a dedicated workspace.

Nice To Haves

Familiarity with high-volume scheduling environments.
Experience with or willingness to learn Dialpad, Salesforce, Airtable, Workday, and Microsoft Office Suite, including Outlook, Excel, and Teams.

Responsibilities

Coordinate and manage daily schedules for field representatives with Scheduling Coordinators, Team Leads, and internal teams.
Assign, adjust, and maintain schedules to provide coverage for required shifts and assignments.
Monitor staffing levels and identify scheduling gaps or coverage risks.
Address callouts, availability changes, and last-minute adjustments to minimize operational disruption.
Ensure assigned jobs are scheduled within required timeframes, typically within 48 hours of receipt.
Balance workloads based on availability, skill set, location, and client requirements.
Maintain accurate schedules in designated systems and adjust them in real time for client changes, callouts, reassignments, or urgent requests.
Work with the Lead Scheduling Coordinator and team leads to identify open markets and support coverage planning.
Support route and schedule optimization to reduce travel time and mileage.
Communicate assignments, schedule changes, and updates clearly and promptly to representatives.
Serve as a point of contact for scheduling questions and issues, and as a liaison between scheduling, field teams, and cross-functional partners.
Partner with Market Leads and Shared Services leadership to align scheduling priorities.
Ensure representatives respond to and acknowledge assigned jobs.
Use scheduling and workforce management systems to manage schedules and data, keeping information accurate, current, and documented.
Support scheduling and staffing data entry and maintenance.
Monitor key hiring areas and ongoing staffing needs; identify trends in scheduling gaps, workload volume, and coverage challenges.
Escalate recurring staffing issues, inefficiencies, coverage gaps, and risks to leadership, with solutions where appropriate.
Help develop and maintain standardized scheduling workflows and guidelines.
Provide administrative support for scheduling, workflow changes, and representative coordination.
Assist with scheduling reports, tracking, and updates as requested.
Identify opportunities to streamline scheduling processes and support continuous improvement.