Lead Scheduling Specialist

Purpose of Position

The Scheduling Specialist, Lead's primary role is to provide complete scheduling oversight and act as the Scheduling expert for all FlightSafety internal/external customers with the best overall customer service experience, while leading, mentoring, training and developing Customer Support Teammates.

Tasks and Responsibilities

• Act as the technical and operational expert for systems and processes required to perform job functions.
• Manages tasks and makes independent judgements on such topics as scheduling customers/clients, sending confirmations, creating new customer/client accounts, updating client information.
• Manage all aspects of client training schedules and coordinate with customers on specific training needs and requirements that may impact schedule modifications.
• Understands and interprets regulatory requirements and verifies training objectives.
• Verify/collect pre training documents.
• Manage client retention program.
• Act as primary point of contact for assigned program(s) by interacting and communicating with internal and external customers as well as regulatory agencies, to include potential after hours and weekend support.
• Familiarity with FlightSafety's product and services, when possible provide customers with additional training available to enhance the overall experience and ultimately generate more sales and revenue.
• Collaborate with Operations and other departments to drive organizational improvements, streamlining processes and identify best practices.
• Review and understand country specific guidance and or documentations and provide the most up to date information to ensure clients/customers and instructors are adhering to all regulatory requirements.
• Responsible to assess, organize, plan and assign resources to customer training events, instructor training and qualifications.
• Coordinate and schedule instructor currency requirements in accordance with FlightSafety and regulatory requirements for each program(s).
• Ensure all instructors are informed of unique customer training requests and comply with country/customer specific training requirements.
• Advise DOT on future training demands by providing forecast data to ensure sufficient staffing for future training events.
• Act as team lead for mentoring, training and development of Customer Support teammates.
• Responsible to provide subject matter guidance to team members.
• May be responsible for facilitating the work of others and coordinate work beyond own area.
• Suggests improvements to existing processes and solutions to improve the efficiencies of the team to the Manager, Client Experience.
• May be asked to assume responsibility of Manager, Client Experience duties in their absence.

Minimum Education

• Bachelor's degree in Business or Aviation Management preferred or three (3) years related experience and or training; or equivalent combination of education and experience; equivalency years' experience substitution must be in related field.
• One (1) to two (2) years of aviation experience preferred.
• Must be legally authorized to work in France.

Minimum Experience

• Achieved a master level of all responsibilities of Scheduling Specialist, Senior.
• Requires knowledge of aviation industry terminology, FARs, and prerequisites for FlightSafety International courses, as specified by FAA/NAA regulations.
• Three (3) years' experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required.

Knowledge, Skills, Abilities

• Excellent customer service skills.
• Knowledge of aviation terminology as specified by FAA/NAA.
• Gathers and analyze data to identify and solve complex scheduling problems that may arise.
• Knowledge of basic scheduling concepts and or experience with scheduling software.
• Detail oriented with excellent organization and time management skills.
• Excellent verbal and written communication skills.
• Ability to interact with various levels of management in a professional manner.
• Ability to adapt to changes rapidly and perform in a fast paced work environment.
• Results oriented with high drive to achieve objectives and standards with little supervision or guidance.
• Customer/client oriented and ability to adapt/respond to different types of personalities.
• Fluency in English, through both verbal and written communications; able to speak, understand, read and write.
• General knowledge of the following software: MS Office Suite, TMS Systems, CRM.

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.