Supervisor, Regional Scheduling

About FlightSafety International

FlightSafety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. FlightSafety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

Purpose of Position

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. 

Tasks and Responsibilities

• 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

Minimum Education

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

Minimum 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.

Knowledge, Skills, Abilities

• 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

Physical Demands and Work Environment

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.

FlightSafety is an Equal Opportunity Employer/Vet/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Cybersecurity Notice: All official recruiting communication from FlightSafety International will come from an @flightsafety.com email address. FlightSafety International will never ask for personal or financial information through social media or third-party email providers.