Scheduling Manager

Universal Language Service, Inc.; Bellevue (WA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings plan

Paid time off and holidays

Wellness perks

Employee discount programs

Job summary

Universal Language Service in Bellevue, WA is seeking a Scheduling Department Leader to oversee daily operations for spoken-language and ASL services, coordinating onsite and offshore teams.

You will coach staff, improve workflows, monitor fill rates and KPIs, and partner with HR and Recruitment on staffing decisions while ensuring compliance and high service quality. Typical hours are 8:00 AM–5:00 PM Pacific, with evenings or weekends as needed.

Qualifications

• High school diploma or GED required.
• Minimum of three years in supervision or management.
• Strong Excel skills and experience with scheduling/workforce systems.
• Ability to analyze data, generate reports, and communicate findings.
• Proven leadership, coaching, and cross-time-zone coordination.

Responsibilities

• Lead daily scheduling operations for spoken-language and ASL services.
• Manage onsite and offshore teams and ensure performance.
• Oversee KPIs, fill rates, productivity, and staffing coverage.
• Prepare weekly/monthly performance reports and action plans.
• Coordinate with HR, Recruitment, Contracts, Compliance on escalations.
• Mentor staff and develop workflows for service quality.

Skills

Supervisory/management experience

Excel skills

Scheduling/workforce management

Data analysis and reporting

Leadership and coaching

Cross-time-zone coordination

Education

High school diploma or GED

Tools

Microsoft Excel

Job description

Generally Monday–Friday 8:00 AM–5:00 PM; flexibility for evenings, weekends, and operational needs

$85,000–$95,000 annually, exempt

Scope

All spoken-language and ASL Scheduling operations; onsite and offshore teams

Position Summary

Lead the Scheduling Department’s daily operations and performance across spoken-language and ASL services and onsite and offshore teams. Own operational outcomes while coaching staff, improving workflows, and providing timely management intervention on escalated scheduling challenges.

Key Responsibilities

• Own departmental fill rates, scheduling KPIs, productivity, staffing coverage, quality, reporting, and continuous process improvement.
• Direct daily team performance, staff scheduling, workload prioritization, coaching, and consistent execution of approved workflows across onsite and offshore teams.
• Own weekly and monthly performance reporting; analyze trends, identify gaps, and present corrective action plans to leadership.
• Oversee urgent coverage gaps, complex scheduling issues, and escalations, stepping into assignment-level work when management intervention is needed.
• Monitor pending requests, next-day readiness, assignment status accuracy, and timely escalation of unfillable requests under approved procedures.
• Partner with Recruitment to identify interpreter coverage gaps and support recruiting and reactivation efforts without owning recruitment strategy.
• Partner with senior leadership and HR on hiring decisions and corrective action; support onboarding and staff development.
• Reinforce established contract, qualification, documentation, privacy, and scheduling procedures; escalate compliance concerns to the responsible departments.
• Coordinate with CCO, Recruitment, Contracts, Compliance, and other departments when issues are escalated or require management involvement.
• Develop practical workflow improvements and coach teams on execution, accountability, and service quality.

Required Qualifications

• High school diploma or GED required.
• At least three years of supervisory or management experience required.
• Strong Microsoft Excel skills and experience with scheduling or workforce management systems.
• Demonstrated ability to analyze operational data, create performance reports, and communicate actionable findings.
• Strong leadership, coaching, prioritization, escalation management, and cross-time-zone coordination skills.

Preferred Qualifications

• Supervisory or management experience in scheduling, dispatch, or operations.
• Associate’s or bachelor’s degree in business, operations, or a related field.

Authority and Role Boundaries

The manager owns day-to-day operational performance, coaching, and staffing schedules. Hiring and corrective-action decisions are made in partnership with senior leadership and HR. Compliance and contract interpretation remain shared responsibilities with the appropriate departments; the manager reinforces approved procedures rather than setting policy independently.

Schedule Notes

Hours are Pacific Time. This is an onsite leadership role with occasional evening or weekend flexibility as business needs require.

Pay: $85k - $95k annual salary, exempt

Universal Language Service offers a comprehensive benefits package for eligible employees, including:

• Medical, dental, and vision insurance
• 401(k) retirement savings plan
• Paid time off (PTO) and paid sick leave
• Paid company holidays
• Wellness perks and employee discount programs

Health and retirement plan eligibility generally begins the first of the month following 60 days of employment, subject to applicable plan terms. PTO and paid sick leave availability are governed by company policy and applicable law.

Universal Language Service is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.

Reasonable accommodations are available during the application and hiring process.