HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

The Scheduler is responsible for efficiently coordinating all jobs within assigned areas, ensuring timely completion in accordance with client scheduling guidelines, dealer restrictions, and company deadlines. This role involves close collaboration with Independent Contractors (ICs) and Partners (Ptans) to enhance Cost of Service (COS) and operational efficiencies. The Scheduler must maintain positive professional relationships with ICs and Ptans while upholding high audit quality standards.

Essential Functions: 

• Respond promptly to urgent messages and bids.
• Return calls to inspectors who have requested callbacks.
• Resolve Zendesk tickets on the same day they are entered.
• Review and reassign declined jobs as necessary.
• Assign inspector names for jobs listed as CC9999.
• Meet or exceed scheduling goals to ensure deadlines are achieved.
• Respond to calls and emails from inspectors in a timely manner.
• Communicate scheduling details to inspectors and bundle jobs efficiently within the same area.
• Report challenges related to inspector shortages, high COS, and difficult inspectors to the Regional Scheduling Manager.
• Provide updates on scheduling progress and issues to the Regional Scheduling Manager.
• Utilize qualified inspectors while adhering to client and dealer limitations when assigning jobs.
• Monitor COS and work on optimizing cost efficiencies.
• Attend weekly area call meetings prepared with relevant statistics.
• Improve efficiencies, COS, and on-time rates.
• Identify and onboard new inspectors for job coverage.
• Request certification and overview for inspectors from the Regional Field Specialist.
• Track and analyze late jobs to determine root causes and implement solutions.
• Perform other duties as assigned by the supervisor.

Interpersonal Contacts: 

The role requires communication with internal and external stakeholders, including customers, inspectors, and team members. Most interactions occur via phone and email, with occasional face-to-face internal meetings.

Emotional Intelligence & Communication: 

The Scheduler should demonstrate the ability to: 

• Communicate effectively with Middle and Senior Management: Maintain open and professional dialogue
• Focus on positive, solution-driven communication
• Maintain a customer-centric approach
• Communicate effectively with staff: Function as a team player
• Positively communicate management decisions
• Foster a supportive and solution-focused environment
• Actively seek and share company-wide business information.
• Serve as a role model, supporting business and customer-focused decision-making.
• Provide coaching and delegate tasks appropriately.
• Act as a liaison between departments to promote cohesion.
• Balance autonomy with accountability.

Specific Job Skills and Requirements: 

• Knowledge of client scheduling requirements and dealer restrictions.
• Ability to work effectively in a fast-paced environment.
• Proficiency in Revoquest
• Working knowledge of Microsoft Office Suite.
• Professional demeanor and strong interpersonal skills.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.