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
Within the first 90 days, a successful Supervisor will:
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
- Hybrid work model: Remote work 2 days a week, In King of Prussia, PA or Grapevine, TX office 3 days a week
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
What We Offer
- 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
Skills Required
- 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
What We Do
Quench is the brand that helps our growing and forward-thinking customers keep their employees, customers, and guests happy, healthy, and hydrated. We offer water-as-a-service solutions by providing pure drinking water through a broad array of bottle-free machines. Our point-of-use machines offer users countless consumption choices, including mineral-infused quenchWATER+, chewable ice, sparkling water, flavored water, and even coffee. Customers choose Quench because Quench has the depth of options, national reach, and consistently high level of service to deliver pure, delicious water to tens of thousands of small businesses and to over half of the Fortune 500 organizations across the continent. Headquartered outside Philadelphia, PA, Quench is a subsidiary of Culligan.
