Team Lead, Scheduling
22 hours ago
Team Lead, Scheduling
**YOUR NEXT OPPORTUNITY**
Under the direction of Manager of Operational Excellence (OPEX), the Team Lead of Scheduling Department is responsible for ensuring our internal processes and front-line staff are equipped to deliver the highest level of client satisfaction. This is primarily achieved through continually collaborating with department leads and the Client Service team to ensure seamless start-to-finish processes are always in place, providing on-going leadership and training, and overseeing that our service delivery is executed in a consistent and customer-centric manner. The Team Lead will also oversee a team of Portfolio Resource Coordinators and Schedulers and will produce and analyze key performance indicator reports measuring the effectiveness of the Scheduling Team with meeting operational requirements of the branch.
**WHAT YOU WILL DO**:
- Develops and maintains standard operational procedures (SOP) and processes and ensures comprehensive training to all members the Scheduling team.
- Monitors and reviews start-to-finish service delivery to our customers, collaborating with necessary stakeholders to adjust processes, as necessary; continually collaborates with internal stakeholders to ensure processes connectivity and implements root-cause countermeasures.
- Leads in enhancing culture and training initiatives for all member of the Scheduling team.
- Reviews on a daily basis all summary and escalation reports from the Scheduling team. Oversees that Portfolio Resources Coordinators’ performance and reporting aligns with expectations.
- Meets bi-weekly with the Scheduling and OPEX Team members to review operational challenges with resolutions and recommendations for systems and process improvement.
- Ensures staffing levels are adequate to carry out Scheduling functions, and supports staff schedules in TEAM scheduling software.
- Provides motivational and disciplinary discussions with all team members; conducts performance reviews and investigations, as required. Leads in all remedial action to ensure staff are provided with a fair and constructive process.
- Prepares, analyzes, and presents on quality performance metrics specified as key performance indicators (KPI).
- Facilitates bi-weekly OPEX Supervisor-level meetings between Operations and Scheduling Leads as well as updates with the Field Operations Team as needed.
- Manages departmental salaries in accordance with the provided budget.
- Remains on-call to act as an after-hours resource for emergent situations.
- Performs other duties as requested to assist with corporate and/or branch needs.
Paladin Security: Making the World a Safer and Friendlier Place because we
**CARE**
Paladin Security has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Security is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation during the interview process, please let us know and we will work with you to meet your needs.
We thank all applicants for their interest; however, only those applicants that are short listed will be contacted for an interview.
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