Scheduling Supervisor

Overview

Scheduling Supervisor. About Culligan Quench – Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We provide on-demand filtered water solutions to more than 120,000 customers across North America, including bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers. We operate with a long-term bundled service and rental subscription model and have grown to more than 1,600 team members across 90 locations.

For more information visit

About Culligan – There’s nothing more fundamental to life than water. Culligan offers expert water services and solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. For more information visit

Values: 5

Cs Culligan as One
• Customers come first
• Commitment to Innovation
• Courage to do what’s right
• Consistently deliver exceptional results

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

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,…