Bilingual Scheduling Lead

Summary

Join Scan.com, a rapidly growing digital health scale-up, as their Scheduling Lead! Reporting to the VP of Operations, you will manage and coach a team of schedulers, ensuring high-quality performance and adherence to contact center metrics. You will oversee the entire scheduling process, from order receipt to appointment confirmation, and utilize data to improve key performance indicators. This role involves training, performance evaluations, and collaboration with other teams to optimize processes and enhance customer satisfaction. Scan.com offers a competitive salary, comprehensive benefits, and opportunities for professional development in a fast-paced, dynamic environment. The company is committed to diversity and inclusion, creating a supportive and collaborative team culture.

Requirements

• Proven experience in a contact center or scheduling role, with at least 1 year in a supervisory or team lead position
• A track record of managing high performing teams using contact center metrics (e.g., AHT, FCR, adherence)
• Strong leadership and coaching skills, with the ability to motivate and develop a high-performing team
• Proficiency in contact center technology, including CRM, scheduling platforms, and workforce management tools
• Analytical mindset with experience in monitoring metrics and using data to make decisions
• Excellent communication and interpersonal skills, capable of resolving escalated scheduling issues and building relationships across departments

Responsibilities

• Manage, train, and coach a team of schedulers, ensuring high-quality performance and adherence to contact center metrics
• Conduct regular performance evaluations and provide constructive feedback, recognizing top performers and addressing underperformance with development plans
• Oversee the end-to-end scheduling process, from receiving customer orders to appointment confirmation and re-scheduling, ensuring that all interactions are handled efficiently and accurately
• Utilize contact center management principles to monitor and improve scheduling KPIs, such as average handling time (AHT), first call resolution (FCR), and schedule adherence
• Track, analyze, and report on key metrics, including inbound/outbound call volume, scheduling completion rates, and agent productivity
• Collaborate with the Customer Experience Enablement Lead to keep the knowledge base and training materials current, incorporating best practices and feedback from team members
• Use workforce management software to forecast scheduling demand, assign resources efficiently, and adjust shifts as needed to accommodate volume fluctuations

Benefits

• Salary range of $50,000 - $60,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team