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

The scope of this role includes the development of the strategic vision for your team as well as the ability to successfully execute the strategy in a systematic and consistent manner to achieve the desired results. The Scheduling Manager must have strong organizational and operational leadership capabilities coupled with industry knowledge, creativity, strong communication skills, and 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 US 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 Agilent policies

• Academic/ higher education degree is preferred, though we will also consider applicants with an equivalent combination of education, training, and relevant experience.

• 6+ years of customer service, scheduling or relevant experience.

• 2+ years of demonstrated management skills and ability to design and execute processes and initiatives with little to no supervision.

• 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 of software applications such as SAP/CRM are a plus.

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