About the Role 

This role is responsible for leading and supporting a team of Scheduling Coordinators to ensure seamless caregiver scheduling and exceptional service delivery. The Team Lead oversees daily operations, provides coaching and guidance, monitors team performance, and works collaboratively with internal departments to ensure clients receive timely and appropriate care while maintaining optimal caregiver coverage. 

This is an operations leadership role focused on team performance, scheduling efficiency, relationship building, and customer service. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and can effectively balance operational priorities while fostering strong relationships with caregivers, clients, and cross-functional teams. 

Key Responsibilities 

Team Leadership 

• Lead, coach, and develop a team of Scheduling Coordinators to achieve operational and service goals. 
• Provide ongoing feedback, performance coaching, and support to help team members succeed. 
• Monitor productivity, quality, and adherence to scheduling processes. 
• Conduct regular one-on-one meetings, team huddles, and performance reviews. 
• Foster a positive, collaborative, and accountable team culture. 

Scheduling Operations 

• Oversee daily scheduling activities to ensure client shifts are filled accurately and on time. 
• Support the team in resolving scheduling conflicts, last-minute call-offs, and urgent coverage needs. 
• Monitor scheduling queues and staffing levels to maintain continuity of care. 
• Ensure scheduling practices comply with company policies and client requirements. 
• Identify operational challenges and implement process improvements to enhance efficiency. 

Stakeholder & Relationship Management 

• Build and maintain strong working relationships with caregivers, clients, recruiters, and internal departments. 
• Serve as an escalation point for complex scheduling concerns and service issues. 
• Partner with cross-functional teams to resolve operational challenges and improve communication. 
• Promote a client-first approach while balancing the needs of nurses, caregivers, internal stakeholders and the business. 

Operational Excellence 

• Monitor team performance metrics and prepare operational reports. 
• Ensure scheduling systems and records are accurate and up to date. 
• Prioritize competing demands and reallocate resources as business needs change. 
• Support change initiatives and contribute to continuous process improvement. 

Qualifications 

• 2+ years of leadership experience in scheduling, workforce management, customer service, healthcare operations, or a similar environment. 
• Experience leading teams in a fast-paced, high-volume operational setting. 
• Strong coaching, communication, and people management skills. 
• Excellent problem-solving and decision-making abilities. 
• Proven ability to multitask, prioritize, and adapt to changing business needs. 
• Experience using scheduling or workforce management systems. 
• Proficiency in Microsoft Office 

Preferred Qualifications 

• Experience in home care, healthcare, staffing, or a service-based organization. 
• Experience managing scheduling or workforce coordination teams. 
• Familiarity with AlayaCare or similar scheduling platforms. 
• Experience working with performance metrics and service level goals. 

Ideal Candidate The ideal candidate is a proactive and people-focused leader who thrives in a fast-paced environment and enjoys solving complex scheduling challenges. They excel at multitasking, making sound decisions under pressure, and building strong relationships with caregivers, clients, and internal teams. They lead by example, communicate effectively, and are passionate about coaching others while ensuring operational excellence and an exceptional customer experience. 

About Peak Support

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.