Scheduling Representative Job at Allied Universal® (San Diego)

Job Description

The Scheduling Representative will be responsible for all Scheduling and Administrative duties for their assigned clients. This individual will report to the Scheduling Manager. This position will also act as liaison for all other departments relevant to the scheduling and operations functions. This individual will also use advanced knowledge of the scheduling function to enhance the administrative aspects of the scheduling and operations functions. This individual will be responsible for the coordination and communication between our front-line employees, the client and MSA management. The Scheduling and Operations Specialist will ensure that each shift and post is covered and will be prepared with contingency plans when we have exceptions. Due to complex nature of the role of Scheduling Representative, the incumbent must understand each post, the location of the post, the credentials needed to work at that post, and then have a facile knowledge of all of the Handlers/Operatives working within their region and know who has what credentials, who is available, where he/she is currently working, if they would be able to work an additional post, how long it would take to travel to there, if the amount of sniff time of the dog is within TSA limits, etc.

Job Responsibility

Plan and communicate the weekly shifts to cover all posts in the assigned region
Communicate and coordinate with management and our front-line employees to make adjustments when necessary due to changes in the schedule (client requests, call-outs, etc.)
Use independent to determine optimal employee placement based on client needs
receive emergency service requests and negotiate with customer regarding service level and qualifications of personnel for assignment
Maintain Scheduling database to ensure accurate information on the daily schedule is posted
Collaborate with Human Resources on matters including but not limited to personnel information, incident tracking, and disciplinary action
Address tardiness of employees and coordinating disciplinary actions with the relevant supervisors
Address daily call outs and locate replacements for the shifts
Coordinate daily schedule adjustments in a timely fashion
Clear all “exceptions” to the schedule on a daily basis to ensure the weekly payroll records are correct by calling handlers/operatives, verifying data, etc., and documenting steps taken
Collaborate with employees involved from both scheduling and additional departments to increase capabilities, resolve billing issues, satisfy customer complaints, etc.
Enter employees/shifts into database with goal of having little to no overtime
manage overtime, non-billable, etc. so that it is explainable
Work with Sales Department to determine ability to support prospective client requests
creatively find solutions without “adding more resources” being the only answer
Provide input on staffing and recruitment needs, focused on specific areas, times, clients, etc. Build a case where and why additions to staff are needed using metrics, trends, etc.
Primary contact for all assigned client sites as it pertains to Scheduling
Maintain contact with field employees to ensure timely arrival, answering of post questions, and any additional information.
Enter employees, hours and shifts into Scheduling database
maintain integrity of data, make corrections as necessary
Recognize each post, the credentials required for each post, the handlers and/or operatives and the credentials each have, and be able to achieve maximum staffing levels with minimum overtime each and every week, regardless of additional requests made by clients, etc.
Manage requests for PTO, military drills, illness, bereavement, etc. such that all posts are filled, schedules are published at least 2 weeks in advance, OT in minimized, non-billable is at a minimum, and employees receive an equitable distribution of the hours available
be willing to have work audited at a later date and be able to explain rationale why decisions were made
Cooperate with any and all requests for information when dealing with discrepancies or questions by internal departments or 3rd parties
be able to explain thinking and rationale
Drive/Manage all “heavy” weekends – shift resources around (as possible), identify possible solutions to shortages, implement staffing schemes that will achieve desired outcomes
Track phone calls and make scheduling changes as they are received
Schedule required monthly, quarterly, and annual training for field employees, minimizing overtime, the need for bringing in support from other regions, and/or missing posts
Be proficient with all forms of communication to include emails, phone calls and text messages to effectively communicate with employees regarding scheduling
Communicate professionally, clearly, and succinctly with clients to better understand their needs, negotiate changes, and clarify understanding
Correspond with calls and emails from employees regarding their availability
maintain professional demeanor at all times
be willing to be assessed by the quality of those communications
Track employee cancellation and refusals for accepting posts
Maintain employee vacation schedules with updates to the Scheduling Manager
Maintain telephone contact with clients as necessary

Requirements

High School diploma or equivalent
Minimum of two (2) years of work experience in a complex staffing environment or managing the scheduling function of a large security operation
Ability to make fast scheduling decisions as changes and adjustments occur
Exceptional organizational skills
Strong attention to detail
Ability to work collaboratively with others
build strong working relationships
Demonstrated ability to make independent decisions quickly
to reprioritize importance of issues and to resolve issues in order of importance
Ability to follow up and work independently
Knowledge of Microsoft Office Suite with the ability to create and analyze reports as necessary required
Ability to work in a fast-paced environment
manages stress well and can succeed despite multiple challenges being on one’s plate at once
Analytical skills, ability to tie numbers together and identify anomalies

Nice to have

Prior experience scheduling a dispersed workforce
Prior experience working with Explosive Detection Canine Handlers and/or knowledge of the region and client sites
Knowledge scheduling software
College degree in Business, Security Management

What we offer

Medical, dental, vision, basic life, AD&D, and disability insurance
401(k) plan, subject to eligibility requirements
Paid time off offered
Eight paid holidays (subject to eligibility)
Employee Assistance Program
Employee discounts through our perks program to your favorite restaurants, entertainment venues, and much more!

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Scheduling Representative

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