US East Scheduling Supervisor

As our Scheduling Manager, you will foster a high-performance scheduling team at our Global Service Contact Center while focusing on the business's financial results, including revenue growth and profitability, customer satisfaction, and leading a large, best-in-class scheduling team.

The scope of this role includes developing the strategic vision for your team and successfully executing the strategy systematically and consistently to achieve the desired results. The Scheduling Manager must have strong organizational and operational leadership capabilities, industry knowledge, creativity, communication skills, and a customer-centric focus.

The key responsibilities:

• Effective management of scheduling coordinators that are responsible for service delivery of installations, repairs, and annual maintenance for Agilent instrumentation
• Conduct effective resource management to maximize productivity, hire, train, and onboard new employees
• Implementing and maintaining processes targeted at efficient operations and positive employee experience
• Collaborate with the European Call Centers Managers, Field Service Business Managers and Sales Managers to ensure we are meeting and exceeding customer expectations
• Utilize metrics and quality measurements to optimize the customer experience during the scheduling process
• Promote the Agilent Cross Lab "Insight to Outcome" brand within your organization
• Actively fostering a quality and continuous improvement culture within the organization
• Ensure all working relationships follow Agilent Technologies Standards of Business Conduct.
• Oversee and ensure conflict/escalation resolution between employees and customers
• Compliance in call management according to SOX and Agilent policies

• Academic/ higher education degree is preferred, though we will also consider applicants with an equivalent combination of education, training, and relevant experience.
• A proven track record of relevant experience (by means of orientation: 6+ years), including leadership and management responsibilities.
• Requires proven management skills and the ability to design and execute processes.
• Advanced conflict resolution and problem-solving skills required.
• Demonstrated knowledge of the service business and a solid understanding of the scheduling coordinator role and responsibilities.
• Experience leading an organization through significant change, maintaining a positive and inspirational point of view.
• Effective interpersonal and cross-functional collaboration skills, including strong influencing skills.
• Demonstrated knowledge of customer preferences, needs, and expectations.
• Excellent written and verbal communication skills; ability to communicate effectively at all levels of the organization.
• Familiarity with software applications such as SAP/CRM is a plus.

Additional Details