Scheduling Supervisor

Culligan Quench•Grapevine, TX

2d•Hybrid

About The Position

The Scheduling Supervisor leads a team of 8–12 Scheduling Representatives, overseeing the daily management of all scheduling activity. This role ensures work orders are scheduled within SLA and routed efficiently to maximize technician productivity. The Supervisor is accountable for daily operational excellence, consistent coaching and development of their team, and driving measurable improvement in scheduling performance. They partner cross-functionally with Customer Care and our Field Service teams to resolve issues, improve processes, and strengthen overall operational efficiency and service delivery.

Requirements

3+ years of experience in scheduling, logistics, field service coordination, or operations leadership
Demonstrated track record of coaching teams to achieve KPI targets
Experience delivering performance feedback and conducting formal performance conversations
Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure
Clear and professional communication skills — verbal, written, and one-on-one coaching
Proficiency in Salesforce and Microsoft Office
Ability to interpret performance dashboards and reports to drive data-informed decisions
Skilled in conflict resolution and escalation management for both customer and employee situations
Highly organized, detail-oriented, and accountable — able to manage multiple priorities simultaneously
Experience with, or willingness to adopt, quality monitoring tools and customer satisfaction measurement frameworks

Nice To Haves

Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal programs)
Familiarity with NPS methodology and customer retention practices
Experience with Power BI

Responsibilities

Supervise, mentor, and develop a team of 8–12 Scheduling Representatives
Deliver regular coaching, review scorecards, conduct performance reviews, and support individual development plans
Act as subject matter expert to support process and system improvements
Participate in special projects as needed to improve customer experience
Balance workload distribution based on volume, capacity, priority work orders, and shifting business priorities
Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
Track key scheduling KPIs including SLA adherence, missed appointments, and work order aging
Reinforce the daily Scheduler Checklist to drive consistency and enforce SOPs
Identify training needs and process gaps; conduct audits of scheduling quality and accuracy
Participate in FSM/Scheduler daily calls as needed to support market performance
Reinforce accountability through consistent feedback and follow-up
Interpret performance reports to identify trends, coach to gaps, and recognize top performers
Manage daily administrative functions including attendance tracking, scheduling oversight, and case queue management
Ensure team compliance with company policies, procedures, and applicable regulations
Review and act on missed appointments, aging work orders, and rescheduling trends throughout the day
Ensure schedules are optimized for technician efficiency and meet customer commitments
Proactively flag and communicate operational risks to leadership and cross-functional partners
Identify opportunities to improve scheduling efficiency, reduce reschedules, and streamline workflows
Support updates to SOPs, routing logic, and scheduling guidelines
Conduct reporting, audits, and operational reviews as needed