Supervisor, Regional Scheduling

The Regional Scheduling Team Lead's primary role is to provide customer/client scheduling oversight and act as the Scheduling expert for all FlightSafety external customers, ensuring a best-in-class customer service experience. The Regional Scheduling Team Lead is responsible for offering subject matter leadership, mentorship, training and development to the Regional Scheduling Specialists. The Regional Scheduling Team Lead will work interactively across the full Customer Support organization (Regional Scheduling, Internal Scheduling and Client Services), and may provide operational, training and ad-hoc support to a combination of Customer Support teams.

* Act as the technical and operational subject matter expert for scheduling operating procedures and Customer Support systems and processes
* Proactively initiate, manage and follow-through on a variety of scheduling activities impacting the customer/client experience and mitigating training interruptions
* Guide and train Regional Scheduling team members on departmental operations and objectives
* Coordinate and manage all aspects of client training reservations including customized needs, requirements, resource support, and/or ad-hoc modifications
* Steps in to support resolution of escalated customer/client scheduling inquiries
* Understands and adheres to regulatory requirements, including country specific guidance, and verifies training objectives and documentation
* Operate as primary point of contact for assigned region by interacting with internal and external customers as well as regulatory agencies (as needed)
* Understand FlightSafety's suite of products and services to offer customers additional training, when available, to enhance the overall training experience and further generate sales and revenue
* Collaborate with the Regional Director, Scheduling Operations and other cross-functional departments to drive organizational improvements, streamline processes and identify best practices for leverage or implementation
* Develop and/or maintain departmental Key Performance Indicators (KPIs) and metrics
* Support Regional Director, Scheduling Operations in team assignments, schedule forecasting, and resource alignment
* May perform other duties as assigned

Bachelor's degree preferred or four (4) years' related experience, or equivalent combination of education and experience.

• Four (4) to five (5) years' experience in related field such as executive account management, customer service, client experience, scheduling and/or logistics coordination.
• Indirect or direct team leadership or supervisory experience preferred.
• Preferred knowledge of aviation industry, such as aviation terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.

* Excellent customer service skills
* Excellent verbal and written communication skills
* Excellent time management skills with the ability to prioritize and/or pivot tasks in a fast-paced environment and 24/7 operation
* Critical thinking skills and independent motivation; uses logic and reasoning to identify pros and cons of alternative solutions
* Demonstrated capability to gather and analyze data to assess trends and solve complex problems
* Results oriented with the demonstrated ability to motivate and inspire others to achieve objectives
* Demonstrated flexibility to interact with a variety of internal customers and external clients across multiple levels
* Flexibility in working schedule and responsive support to client needs or changes
* Proficient with Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
* Proficiency with scheduling, coordination, fleet management, or other CRM systems or databases, a plus

The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.