Scheduling Department Team Lead

PEG, LLC • Fairfax, VA

9d • Onsite

About The Position

The Scheduling Department Team Lead serves as the department's primary operational resource, supporting daily scheduling activities, promoting exceptional customer service, and ensuring scheduling processes are completed accurately, efficiently, and on time. Working closely with the Scheduling Manager, this role coordinates day-to-day operations, helps maintain efficient workflows, and ensures service standards and operational objectives are consistently achieved. The Team Lead provides day-to-day guidance and support to direct reports, serves as a resource for resolving scheduling challenges, assists with onboarding and training, and reinforces established processes and performance expectations. This position monitors workflow, promotes collaboration and accountability, and helps maintain a positive, customer-focused team environment. As a key operational partner, the Scheduling Department Team Lead identifies opportunities to improve scheduling processes, supports the implementation of new client requirements, collaborates with internal departments to ensure accurate and timely service delivery, and assists with performance feedback and employee development within their team. Success in this role requires initiative, sound judgment, strong problem-solving and conflict resolution skills, attention to detail, and a commitment to continuous improvement. Through effective leadership and operational expertise, the Team Lead directly contributes to operational efficiency, employee success, customer satisfaction, and the consistent delivery of high-quality service.

Requirements

• BS/BA in Business Administration or a related field (or equivalent work experience)
• 5+ years of previous work experience in a Scheduling/Dispatching Position or related field is required, preferably in a high-call volume capacity.
• 1 year + of supervisory experience is required
• Demonstrated commitment to delivering exceptional customer service.
• Strong analytical and problem-solving skills with the ability to resolve scheduling issues independently.
• Excellent attention to detail and organizational skills.
• Ability to prioritize multiple responsibilities while maintaining accuracy in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to coach and assist peers in a positive and professional manner.
• Working knowledge of scheduling software, databases, and Microsoft Office applications.
• Ability to learn and adapt to new technologies and changing operational needs.
• Strong work ethic with a high degree of initiative, dependability, and accountability.
• Ability to identify process improvement opportunities and recommend practical solutions.
• Strong phone contact handling skills and active listening
• Thorough knowledge of project scheduling concepts and components
• Excellent attention to detail, organization, and team collaboration skills
• Proactive problem solver with the ability to multi-task, prioritize, and manage time effectively
• Expert ability to effectively communicate with other disciplines or groups and resolve schedule conflicts
• Must have strong software skills with Microsoft Excel, SharePoint, Microsoft Outlook, Microsoft Word, and other related software programs

Responsibilities

• Support the Scheduling Manager in coordinating daily scheduling operations to ensure workload priorities, deadlines, and service expectations are met.
• Serve as a resource and mentor for direct reports by providing guidance, answering questions, reinforcing established procedures, and encouraging professional growth and continuous learning.
• Assist with onboarding and training new employees while promoting consistent application of department processes.
• Provide constructive performance feedback, assist with performance evaluations, and help identify individual development goals to support employee success and continuous improvement.
• Monitor workflow and communicate scheduling concerns, resource needs, employee performance trends, or operational challenges to the Scheduling Manager.
• Lead by example through professionalism, accountability, reliability, and a strong commitment to customer service.
• Encourage collaboration, knowledge sharing, and ongoing professional development to foster a positive, team-oriented work environment.
• Identify opportunities to improve scheduling processes and recommend practical solutions that increase efficiency and accuracy.
• Coordinate daily Scheduling Department activities, including email confirmation checks, sending confirmations, end-of-day audits, and schedule close-out tasks.
• Identify customer needs and proactively resolve scheduling concerns to deliver an exceptional customer experience.
• Serve as a primary resource for resolving scheduling issues by researching concerns, identifying solutions, and communicating effectively with internal and external customers.
• Assign daily work related to client and vendor portals while monitoring completion and adherence to established procedures.
• Review and recommend updates to Standard Operating Procedures (SOPs) and the Scheduling Operations Manual to maintain consistency and operational effectiveness.
• Assist with implementing new client scheduling processes by coordinating required documentation, communicating scheduling expectations, and supporting successful operational transitions.
• Resolve routine customer concerns promptly and collaborate with the Scheduling Manager or Field Management on more complex issues requiring escalation.
• Monitor department workflows to ensure scheduling requests are processed within established turnaround times and service standards.
• Verify the accuracy of scheduling information within TrueContext, Caspio, and other integrated systems by coordinating with the Automation Team to resolve system discrepancies.
• Build and maintain positive relationships with clients through professional, responsive, and solution-focused communication.
• Maintain confidentiality while handling sensitive customer and company information.
• Collaborate with Operations, Quality Assurance, Field Management, Owners, and subcontractors to ensure scheduling information remains accurate and current.
• Prepare reports and operational metrics requested by management to monitor department performance and identify opportunities for improvement.
• Support continuous improvement initiatives by identifying trends, recommending enhancements, and assisting with implementation of new scheduling processes.

Benefits

• 20 Annual Paid Days Off (12 Days of PTO, Birthday PTO, & 7 Company Paid Holidays)
• Company Sponsored Medical Insurance that includes a contribution of up to 50% off the monthly premium
• Dental & Vision Insurance
• 401(k) Retirement Plan with up to a 4% company match vested immediately
• Basic Life & Supplemental Life
• Short-Term & Long-Term Disability
• Accident & Pet Insurance
• Corporate Sponsored Events
• Paid Professional Development & Salary Incentives through Learning/Certification Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree