Scheduling Supervisor

Quench USA, Inc.; King of Prussia (PA); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Life insurance

Disability

Unlimited PTO

Parental leave

Job summary

Quench USA, Inc. is seeking a Scheduling Supervisor to lead a team of 8-12 Scheduling Representatives in King of Prussia, PA, ensuring SLAs are met and routing is optimized for technician productivity.

You will coach the team, monitor KPIs, and collaborate cross-functionally with Customer Care and Field Service to drive scheduling excellence and operational efficiency.

Qualifications

• 3+ years leading scheduling or operations teams.
• Experience coaching teams to hit KPI targets.
• Experience delivering performance feedback and formal conversations.

Responsibilities

• Lead and develop a team of 8-12 Scheduling Representatives.
• Provide coaching, review scorecards, and support development plans.
• Serve as SME for process and system improvements.
• Participate in special projects to improve customer experience.
• Manage workload distribution and prioritize work orders.
• Act as escalation point for issues.
• Track scheduling KPIs and ensure SLA adherence.
• Review aging work orders and rescheduling trends.

Skills

Team leadership

Coaching & development

KPI management

Communication

Tools

Salesforce

Microsoft Office

Power BI

Job description

Position Summary

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 Field Service teams to resolve issues, improve processes, and strengthen overall operational efficiency and service delivery.

What Success Looks Like

• Build rapport and trust with their team through consistent 1:1s, clear expectations, and transparent feedback.
• Achieve or maintain team KPIs related to scheduling performance, including SLA adherence, missed appointments, and work order management.
• Identify underperforming markets and develop targeted action plans for improvement.
• Demonstrate measurable gains in scheduling efficiency and a reduction in service‑impacting issues.
• Reduce escalations by proactively identifying and closing skill gaps within the team.
• Partner with peers and leadership to contribute to at least one process improvement initiative.
• Establish a consistent cadence of documented 1:1s to track coaching and development progress.

Responsibilities

• Team Leadership & Development
  • 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.
• Performance & Quality Management
  • 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.
• Operational Execution
  • 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.
• Process Improvement & Collaboration
  • 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.

Requirements

• Experience
  • 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.
• Hybrid work model: Remote work 2 days a week, In King of Prussia, PA or Grapevine, TX office 3 days a week.
• Skills & Competencies
  • 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.

Preferred

• 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.

What We Offer

• Medical, Dental, Vision which start day one.
• 401(k) match of 50% up to 6%.
• Life insurance.
• Disability.
• Unlimited Paid Time Away.
• Parental leave.

Additional Voluntary Benefits

• Career progression opportunities.
• Coaching and professional development.
• $60,000 - $70,000 a year.
• Quench offers competitive salary and benefits, and incentive awards.

Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disab