Scheduling Coordinator Lead

Position Overview

LocalTel Communications is seeking a motivated, organized, and customer-focused Scheduling Coordinator Lead to join our Provisioning Division!

This position serves as the primary point of contact for daily scheduling operations, providing guidance and support to Scheduling Coordinators while ensuring efficient technician scheduling, timely customer communication, and excellent service delivery.

The ideal candidate is a natural leader who thrives in a fast-paced environment, demonstrates strong problem-solving abilities, and can balance daily scheduling responsibilities with team coordination and operational oversight. EEO

Work Schedule & Benefits

• Schedule: Monday – Friday, 8:00 AM – 5:00 PM
• Hybrid Work Schedule: 4 days in-office and 1 remote workday per week to help promote a healthy work-life balance.
• Bilingual candidates preferred, but not required.

Key Responsibilities

Scheduling Operations & Oversight

• Reports directly to the Provisioning Division Manager.
• Consistently demonstrates professionalism, accountability, and strong leadership.
• Takes ownership of scheduling operations, ensuring organization, efficiency, and accountability across the team.
• Leads and coordinates daily, weekly, and project-based scheduling activities to maintain efficient workflows, meet operational priorities, and ensure timely completion of responsibilities.
• Works closely with other department managers and leadership teams to coordinate scheduling needs, align operational priorities, and support company-wide objectives.
• Oversees scheduling dashboards, phone queues, and work orders to ensure scheduling priorities, service expectations, and operational deadlines are consistently met.
• Maintains accurate and up-to-date scheduling records, including technician assignments, appointment details, work order notes, holiday schedules, and related documentation.
• Demonstrates a high level of flexibility and adaptability, recognizing that scheduling priorities, technician availability, and operational needs can change quickly. Must be able to adjust plans, collaborate across departments, and respond effectively to changing business demands while maintaining excellent customer service.

Team Leadership & Support

• Serve as the primary resource for Scheduling Coordinators, providing daily guidance, support, and assistance with escalations.
• Assist with training, onboarding, and continued development of Scheduling Coordinators and backup scheduling personnel.
• Help establish consistent scheduling practices, workflows, and operational expectations.
• Identify opportunities to improve scheduling efficiency, communication, and overall team performance.
• Communicate scheduling challenges, staffing concerns, and operational recommendations to the Provisioning Division Manager.

Technician & Department Coordination

• Act as a key point of contact between Scheduling, Field Operations, Provisioning, Customer Care, and other internal departments.
• Coordinate technician availability, service areas, assignments, and schedule adjustments to support operational needs.
• Assist with technician scheduling requests, conflicts, and escalations.
• Coordinate scheduling requirements with Ziply Fiber Field Operations and external service partners, including designated service areas and technician assignments.
• Support special scheduling arrangements, including recurring technician assignments and service-area-specific coordination.

Customer Service & Communication

• Manage incoming scheduling calls and assist with customer and technician inquiries.
• Ensure customers receive timely appointment confirmations, updates, and rescheduling communications.
• Assist with resolving scheduling concerns, service delays, and escalated customer requests.
• Maintain professionalism, accuracy, and a customer-first approach in all communications.

Additional Responsibilities

• Support the development and implementation of scheduling procedures and process improvements.
• Provide scheduling coverage and hands-on assistance as operational needs require.
• Perform additional duties as assigned by the Provisioning Division Manager.

Qualifications & Skills

• Bilingual in English and Spanish preferred but not required.
• Strong leadership, organizational, and time-management skills.
• Excellent verbal and written communication abilities.
• Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
• Strong customer service, conflict resolution, and problem-solving skills.
• Ability to guide, train, and support team members while maintaining a collaborative environment.
• Proficiency with computer systems, scheduling software, and Microsoft Office applications.
• Previous experience in scheduling, dispatching, telecommunications, field operations, or a related field preferred.
• Previous team lead or supervisory experience preferred.

What We're Looking For

We're looking for a dependable, proactive leader who takes ownership of daily scheduling operations and understands the importance of communication, accountability, and teamwork.

The Scheduling Coordinator Lead should be comfortable making day-to-day scheduling decisions, supporting team members, adapting to changing operational needs, and maintaining a positive experience for both customers and field technicians.

If you're an organized, solution-oriented professional who enjoys leading by example and making a meaningful impact, we'd love to hear from you!

Pay: $23.00 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person