Scheduling Coordinator - Laurel

Job summary

Responsible for building and managing appointment availability across assigned work areas. Works in partnership with leadership to retrieve/update field technician schedules, exceptions and applicable information. Coordinates the reallocation and assignment of field technicians to management areas to align with forecasting models and achieve/exceed work order service level agreements (i.e. Average Time to Repair [ATTR], Average Time to Installs [ATTI]). Direct contact with customers may be required. Works with moderate supervision/guidance. Accountable for individual results and impact on team.

Qualifications

• Customer Experience (CX); Customer Feedback; Customer Interactions; Communication

Responsibilities

• Coordinates/administrates both in-house and business partner field technician schedules and information to build/manage quota in line with management directives, forecasting models and work order service level agreements.
• Provides daily support for the planning/entry of both in-house and business partner field technician labor (quota) to fulfill work order volumes.
• Uses workforce management system or applicable system/tool to build and manage quota.
• Ensures the reallocation and assignment of field technicians across management areas, as needed.
• Actively manages work order volume and modifies/grooms quota to minimize delays with customer appointment scheduling to improve the overall experience for other teams as well as customers.
• Coordinates with field leadership to manage field technician scheduling with the goals of adhering to exception percentages, achieving ATTR/ATTI objectives and aligning to established process/policy guidelines.
• Develops/distributes reports as required by leadership, to support business objectives.
• Leverages department ticketing systems or applicable escalation tools to communicate, document progress, note customer interactions and disposition/code results from escalations in alignment with quality guidelines.
• Uses company technology, support tools and contact systems to the fullest potential and as outlined by established business processes/protocol.
• Advises and assists field leadership in the development and execution of field staffing plans and shift bids.
• Communicates proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience.
• Escalates potential issues/concerns as identified by consistent monitoring, reporting and remote tools.
• Must meet or exceed established goals and operational performance metrics.
• Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, variable/flexible schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Job description