Scheduling Operations Manager - US Northeast Territory

Agilent Technologies•Wilmington, DE

4d•$97,920 - $153,000•Remote

About The Position

As our Scheduling Manager, you will be leading a high-performance scheduling team, focusing on customer and employee experience while supporting the business in revenue growth, driving efficiency and profitability. The scope of this role includes the development of the strategic vision for your team as well as the ability to successfully execute the strategy in a systematic and consistent manner to achieve the desired results. The Scheduling Manager must have strong organizational and operational leadership capabilities coupled with industry knowledge, creativity, strong communication skills, and customer-centric focus.

Requirements

6+ years of customer service, scheduling or relevant experience.
2+ years of demonstrated management skills and ability to design and execute processes and initiatives with little to no supervision.
Advanced conflict resolution and problem-solving skills required.
Demonstrated knowledge of the service business and a solid understanding of the scheduling coordinator role and responsibilities.
Experience leading an organization through significant change, maintaining a positive and inspirational point of view.
Effective interpersonal and cross-functional collaboration skills including strong influencing skills.
Demonstrated knowledge of customer preferences, needs, and expectations.
Excellent written and verbal communication skills; ability to communicate effectively at all levels of the organization.

Nice To Haves

Academic/ higher education degree is preferred, though we will also consider applicants with an equivalent combination of education, training, and relevant experience.
Familiarity of software applications such as SAP/CRM are a plus.

Responsibilities

Effective management of scheduling coordinators that are responsible for service delivery of installations, repairs, and annual maintenance for Agilent instrumentation
Conduct effective resource management to maximize productivity, hire, train, and onboard new employees
Implementing and maintaining processes targeted at efficient operations and positive employee experience
Collaborate with the US Call Centers Managers, Field Service Business Managers and Sales Managers to ensure we are meeting and exceeding customer expectations
Utilize metrics and quality measurements to optimize the customer experience during the scheduling process
Promote the Agilent Cross Lab "Insight to Outcome" brand within your organization
Actively fostering a quality and continuous improvement culture within the organization
Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.
Oversee and ensure conflict/escalation resolution between employees and customers
Compliance in call management according to Agilent policies.
Lead change management efforts by driving the planning, communication, implementation, and adoption of organizational and operational changes while minimizing business disruption.