• Lead Scheduling Specialist

    Job Locations US-TX-Dallas
    Type Full-Time
    Updated Date
    7920 Beltline Road
  • Overview

    Lead Scheduling Specialist


    The Lead Scheduling Specialist is responsible for providing quality and efficient customer service through the daily management of dedicated call center employees.  They will provide leadership and staff development through coaching, counseling, developing, motivating, recognizing and rewarding staff.  Operationally they will administer policies and manage key services in the call center ensuring that these activities are aligned with organizational goals and objectives.  


    Lead Scheduling Specialist

    • Implements policies and procedures in cooperation with management;
    • Interprets and administers personnel policies and provides for training programs for their employees in cooperation with Human Resources;
    • Maintains daily staff supervision, review of department scheduling, and any other daily requirements;
    • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
    • Provides statistical and performance feedback and coaching on a regular basis to each team member.
    • Ensures employees have appropriate training and other resources to perform their jobs.
    • Maintain consistent personal leadership growth through self-study and/or company provided training opportunities
    • Responds to and resolves employee relations issues expressed by team members.
    • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
    • Addresses disciplinary and/or performance problems according to company policy under the guidance of Senior Management
    • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
    • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
    • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
    • Uses appropriate judgment in upward communication regarding department or employee concerns.
    • Other duties as assigned


    Lead Scheduling Specialist


    Other Skills and Abilities

    • 2 – 3 Years of Supervisory Experience;
    • Excellent written and verbal communication skills;
    • Excellent problem solving skills;


    • Associate’s Degree or the equivalent coursework in a related specialized field and two+ years of related experience preferred


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