Scheduling Supervisor

Quenchwater; Las Vegas (NV); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Life insurance

Disability

Unlimited PTO

Parental leave

Career progression

Professional development

Job summary

Quench is seeking a Scheduling Supervisor in Las Vegas to lead a team of 8–12 Scheduling Representatives. You will oversee daily scheduling to meet SLA targets, route work orders efficiently, and coach staff for performance and development.

You will collaborate with Customer Care and Field Service to resolve issues, improve processes, and drive scheduling efficiency, while monitoring KPIs and maintaining high service levels.

Qualifications

• 3+ years in scheduling, logistics, field service coordination, or operations leadership.
• Proven track record of coaching teams to KPI targets.
• Experience delivering performance feedback and conducting formal reviews.

Responsibilities

• Lead a team of 8–12 Scheduling Representatives; provide coaching and performance reviews.
• Manage daily scheduling, SLA adherence, and workload balancing.
• Act as escalation point and drive process improvements with cross-functional teams.
• Monitor KPIs (SLA adherence, missed appointments, aging work orders) and ensure quality of scheduling.
• Identify training needs and close skill gaps; participate in process improvements.

Skills

Scheduling

Team leadership

Coaching

Communication

Salesforce

MS Office

Data interpretation

Conflict resolution

Organization

Tools

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 our 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

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

Benefits

• 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

Equal Opportunity Employer

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, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.