Planned Services Scheduler

About the role

• The Planned Services Scheduler is responsible for coordinating, scheduling, and supporting interpreter coverage for planned interpreting services across a wide range of service types. Reporting into the Planned Services Department, this role ensures that customer commitments are met through accurate scheduling, proactive coordination, and strong communication with interpreters, customers, and internal teams.
• This position plays a critical role in maintaining service quality, mitigating coverage risks, and supporting operational readiness for planned assignments, while partnering closely with Workforce Management, Finance, Sales, and Operations.

What you'll do

General & Administrative

• Report directly to the Planned Services Manager for performance oversight, guidance, and support.
• Maintain availability during standard business hours, Monday through Friday, with flexibility to support planned services as needed.
• Perform additional duties as assigned, provided they align with the core responsibilities of the role.

Scheduling & Resource Allocation

• Monitor, respond to, and schedule interpreter service requests for planned services, including but not limited to onsite interpreting, 24/7 on-call services, CART, conference interpreting, translation projects, and planned VRI.
• Ensure accurate, efficient, and cost-effective assignment of interpreters based on service requirements, interpreter qualifications, and contractual obligations.
• Proactively troubleshoot scheduling conflicts and adjust assignments to maintain service continuity and quality.
• Maintain accurate and up-to-date scheduling documentation, calendars, workflows, and job details.
• Ensure interpreters receive timely access to prep materials, revisions, updates, and relevant job resources.

Contingency Planning & Risk Mitigation

• Develop and execute contingency plans to mitigate coverage risks and minimize service disruption for planned assignments, including last-minute changes or interpreter availability challenges.
• Assess the impact of staffing changes on service delivery and escalate risks as appropriate.

Tracking, Documentation & Reporting

• Maintain accurate documentation across all relevant systems, calendars, and databases.
• Prepare clear, visually digestible reports and summaries for leadership and key stakeholders.
• Support audit preparation and data verification related to billing and payroll in partnership with internal teams.

Customer & Interpreter Support

• Provide timely, professional, and customer-focused communication with external customers, interpreters, and internal partners.
• Respond promptly to inquiries, requests, and schedule changes.
• Support service escalations to ensure timely resolution and minimal disruption.
• Build and maintain positive working relationships with customers, interpreters, and internal teams.

Cross-Functional Collaboration & Compliance

• Collaborate cross-functionally with Workforce Management, Finance, Sales, and Operations to ensure staffing alignment, billing and payroll readiness, and high-quality service delivery.
• Ensure all scheduled assignments align with contract requirements, customer expectations, interpreter qualifications, and professional standards.
• Maintain strict adherence to confidentiality requirements and professional codes of conduct.
• Identify process gaps and recommend improvements to enhance efficiency, accuracy, and service quality.

Qualifications

• Minimum of 3 years of experience in interpreter scheduling, service coordination, or a related operational role.
• Strong proficiency with technology, including Google Workspace, standard office tools, and video conferencing platforms such as Zoom.
• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail with the ability to manage multiple priorities simultaneously.
• Creative problem-solving skills and the ability to remain calm and effective in a fast-paced environment.
• Ability to prepare, maintain, and process confidential correspondence, records, and reports.
• Fluency in American Sign Language (ASL) is preferred.
• Reliable high-speed internet connection suitable for full-time remote work.
• Availability to support occasional after-hours issues as needed.