Scheduling Lead

at  Home Instead

Join our team
Home Instead Waterford is looking for a Scheduling Lead This role is within our Scheduling department, reporting directly to the General Manager. And work closely with Operations Manager and Scheduling Team Members, Human Resources, Client Care Dept.
Who we`re looking for
At Home Instead, we provide care for people in their own home. Our schedulers are people who have a passion for problem solving, are persistent, decisive, industrious, friendly and ensure our clients and CAREGivers needs are met.

As a Scheduling Lead, you should possess the following skills, qualifications, and experience:

• Education: A third-level qualification in Business or Healthcare is preferred but not essential.
• Team Management: Ability to manage team members effectively, fostering a collaborative approach for long-term success.
• Conflict Resolution: Skills to manage and resolve conflicts within the team.
• Problem-Solving: Critical thinking and creativity in addressing challenges.
• Adaptability: Flexibility in responding to changing circumstances.
• Open-Mindedness: Openness to new ideas and a commitment to continuous improvement.
• Technical Proficiency: Proficiency with data analysis tools (e.g., Excel, People Planner, CRM systems).
• Organizational Skills: Ability to organize and prioritize work on a daily, quarterly, monthly, and yearly basis.
• Communication Skills: Excellent oral and written communication skills, along with effective listening abilities.
• Positive Attitude: Maintaining a positive attitude in the face of challenges.
• Integrity: Demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures.
• Professionalism: Present a professional appearance and demeanor.
• Office Environment: Ability to perform duties in a professional office setting.
• Resilience: Ability to bounce back from setbacks.
• On-Call Management: Willingness to share the management of the out-of-office phone, depending on local office requirements.

• Rostering: Organize all rotas and staffing requirements.
• KPI Achievement: Ensure the “Scheduling Team” meets the overall KPIs set by the GM by understanding the broader business vision and aligning team efforts with organizational goals.
• Task Assignment: Assign tasks appropriately based on team members’ strengths.
• Client and CAREGiver Relations: Monitor, mediate, and log both Client and CAREGiver concerns.
• Relationship Management: Effectively manage and develop excellent relationships with CAREGivers and Clients.
• Encouragement: Actively encourage contact between CAREGivers, Clients, and the office.
• Scheduling: Coordinate and maintain a complete Client service schedule using our in-house CRM system, People Planner.
• Timekeeping: Monitor CAREGiver hours and enter hours into People Planner.
• Emergency Handling: Deal with emergency situations decisively and effectively.
• Call Management: Answer incoming calls in a friendly, professional, and knowledgeable manner.
• Other Duties: Perform any and all other functions deemed necessary.
  Job Reference: IE - KP0029