Regional Scheduling Manager

Silco Fire & Security•Akron, OH

32d•Onsite

About The Position

Silco Fire & Security is seeking a motivated and detail-oriented Regional Scheduling Manager to join our team. The Regional Scheduling Manager is responsible for overseeing scheduling operations across multiple locations within a defined region. Reporting to the Head of Scheduling, this role ensures consistent execution of scheduling strategies, achievement of performance metrics, and alignment with operational goals. This leader serves as the primary day-to-day contact for operations while developing a high-performing team of scheduling agents.

Requirements

8+ years of experience in call center operations, scheduling, or workforce management.
Experience leading teams across multiple locations preferred.
Strong leadership, coaching, and performance management skills.
Proven ability to manage metrics and drive operational improvements.
Strong communication and cross-functional collaboration skills.

Responsibilities

Lead scheduling operations across multiple locations, ensuring consistency in processes, performance, and service delivery.
Act as the daily point of contact for Operations, supporting real-time decision-making and issue resolution.
Partner closely with Operations Managers and Technician Supervisors to align scheduling priorities with field execution.
Participate in weekly meetings with Technician Supervisors to ensure alignment on capacity, utilization, and service delivery.
Mentor and develop scheduling agents to build capability, engagement, and future leadership potential.
Conduct weekly 1:1 meetings with scheduling associates to provide coaching, feedback, and performance management.
Facilitate weekly all-team meetings to communicate updates, reinforce expectations, and drive engagement.
Own the Scheduling team’s performance across daily, weekly, and monthly metrics, including: Call volume, Service appointments scheduled (SA Scheduled), Technician utilization, Revenue scheduled, Past dues and on-holds, Customer satisfaction (CSAT), Quality standards.
Monitor performance trends and implement corrective actions to ensure targets are consistently met.
Perform two audits per agent per week to ensure adherence to quality standards, processes, and customer experience expectations.
Provide actionable feedback and coaching based on audit results.
Deliver at least two improvement projects annually focused on cost, quality, and customer satisfaction.
Identify operational gaps and implement process improvements to drive efficiency and effectiveness.
Lead weekly team meetings and ensure clear, consistent communication across all locations.
Manage and execute the monthly FAQ reminder process to maintain alignment and knowledge consistency.
Review and sign off on new FAQs or process changes prior to implementation.
Conduct quarterly reviews of SOPs and training documents to ensure accuracy and relevance.
Maintain strong alignment with the Head of Scheduling on regional performance, challenges, and opportunities.
Ensure scheduling practices align with broader organizational goals and system capabilities.
Travel may be required based on business needs.