International Scheduling Manager

The International Scheduling Manager is responsible for overseeing the International Scheduling department. The position requires a versatile individual with a strong leadership and customer-service background, great attention to detail, a strong analytical mind, and excellent verbal and written communication skills. It is a fast-paced working environment so they must be motivated, organized and work well under pressure. This position requires the ability to decisively act in important situations using discretion and independent judgment, easily grasp concepts, and solve problems in a professional and timely manner. The ideal candidate will have a marketing and customer service mentality, focused on maintaining and enhancing client, employee, and contractor relationships. 

INTERNATIONAL SCHEDULING MANAGER ESSENTIAL FUNCTIONS:

• Lead and direct the International Scheduling team to ensure the department is operating efficiently and providing impeccable customer service to clients, resources and colleagues. 
• Oversee daily operations and analyze workflows to meet priorities and objectives of department. 
• Formulate, revise, and roll out departmental policies and operating procedures. Create and maintain department training materials and reference guides. 
• Initiate and implement programs and technology advancements to improve service levels and overall operational efficiency. 
• Ensure all phone calls and emails are being responded to promptly and that the International Scheduling team is consistently demonstrating PD’s commitment to impeccable customer service.
• Collaborate with other managers to improve communications, increase efficiency, and foster cross team partnerships. Ensure international processes/protocols are consistent with Domestic Scheduling and there is regular communication between the departments.  
• Establish a rapport with clients, court reporters, videographers, interpreters, and vendors by demonstrating expertise, empathy, and a “can-do” attitude.
• Review weekly job calendar to ensure proper resource assignments and assist the International Scheduling team in rearranging coverage when necessary.
• Assist with and oversee the coordination of travel arrangements for resources.
• Prepare quarterly reports for senior management and executive team and conduct analysis of same. 
• Investigate and resolve significant client issues on behalf of management. 
• Regularly research international laws and regulations regarding taking depositions to ensure that Planet Depos is armed with the latest information. Maintains updates to International Deposition Guide.  
• Conduct monthly department meetings to discuss upcoming cases/jobs, topics of concern, and policy/workflow changes. 
• Conduct annual employee performance reviews and monthly 1:1s.   
• Conduct hiring, training, and performance management to ensure staff competency and achievement of department goals; develop team members through coaching, career development mentoring, and motivational techniques. 
• Establish performance standards and track same. 
• Review and approve timesheets and PTO requests. Regularly monitor OT. 
• Plan for fluctuations in staffing to ensure adequate department coverage. 
• Foster a cohesive team environment and plan for team bonding events, interdepartmental events, and fun activities to highlight PD’s Core Values.
• Review and approve employee and I/C job-related travel expenses.
• Assist in onboarding of new PDA employees. Analyze and advise of new staffing needs for PDA employees.
• Manage international resource roster.
• Build strong relationships with PD’s international employees and I/C’s, regularly gathering feedback to ensure a seamless scheduling process. 
• Handle urgent after-hours/weekend inquires, as needed.
• Other duties as needed.

INTERNATIONAL SCHEDULING MANAGER LOCATION:

Fully Remote

INTERNATIONAL SCHEDULING MANAGER SHIFT:

10:00AM - 6:00PM EST, Monday-Friday

INTERNATIONAL SCHEDULING MANAGER COMPENSATION:

$70,000 annually

BENEFITS:

• Medical
• Dental
• Vision
• Voluntary Term Life Insurance
• Voluntary Long Term Disability
• PTO
• Paid Holidays
• 401(k)
• Employee Assistance Program (EAP)

• Bachelor’s Degree and proven ability to lead a team with at least 3 years of previous management/supervisory experience in a customer service industry.  
• Analytical and problem-solving skills, decision-making skills, good judgment and flexible work schedule. 
• Must have a customer-service background, with great attention to detail and excellent verbal and written communication skills.
• Must be motivated, organized, and work well under pressure.
• Must be able to work well without direct supervision.
• Must have a strong sense of urgency and ability to prioritize.
• Must be creative and tech-savvy, with a working knowledge of all Microsoft programs, including SharePoint and OneDrive. 

EOE M/F/D/V