We are seeking experienced professionals with a background in contact center operations, specifically backend support. The role involves managing and monitoring the scheduling process for our field inspection services, ensuring smooth rescheduling, field staff allocation, and communication with team leads and managers. The right candidate will be detail-oriented, proactive, and skilled at both coordination and communication.

Key Responsibilities

• Manage rescheduling of service appointments, ensuring accurate logging of reasons and updates.
• Monitor and manage field staff activity status (active/inactive).
• Reallocate leads from inactive inspectors to active inspectors in a timely manner.
• Actively monitor leads where inspectors are delayed and proactively follow up to prevent escalation.
• Serve as the primary backend point of contact for field staff, team leads, and managers.
• Track and report all reschedules, highlighting patterns, issues, and potential risks.
• Conduct monthly shuffling of zones and team leads, ensuring fair distribution and proper updates in systems.
• Identify and prevent potential operational mishaps by maintaining a strong oversight of the scheduling workflow.
• Provide coordination support between backend operations and field teams to maintain service quality.
• Ensure professional communication across all stakeholders to build trust and resolve issues effectively.
   

Required Skills & Qualifications

• Prior experience in contact center operations (backend support or workforce management preferred).
• Strong organizational and problem-solving skills with the ability to multitask under pressure.
• Excellent communication skills
• Proficiency in MS Excel/Google Sheets and ability to work with scheduling or workforce management tools.
• Detail-oriented with a focus on accuracy and accountability.
• Ability to work collaboratively with cross-functional teams (inspectors, team leads, managers).

Preferred Qualifications

• Experience in inter-departmental coordination or workforce scheduling.
• Exposure to service industry operations
• Knowledge of resourcing, escalation handling, and SLA management.