Operations & Scheduling Coordinator

JOB RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

Staff Scheduling & Coverage

Manage daily and weekly staff schedules across multiple locations

Monitor staff call-outs, tardiness, and availability changes

Proactively secure shift coverage when employees call off

Serve as the primary contact for staff schedule-related issues

Maintain structured communication channels (e.g., GroupMe)

Client Communication & Issue Resolution

Answer inbound calls and messages for all locations using provided systems

Confidently handle client complaints and service issues

Apply compensation policies consistently (no unauthorized refunds)

De-escalate difficult client interactions calmly and professionally

Document issues and resolutions for tracking and reporting

Reach out to clients to update membership payment details (card on file no longer working)

Booking & System Support

Assist with appointment booking and rescheduling

Navigate booking platforms and internal systems

Coordinate between locations to maximize coverage and service quality

Learn and navigate booking and internal business systems to support scheduling, client management, and daily operations

Run basic system reports (appointments, memberships, call activity, etc.) to support operational tracking and decision-making

Operational Structure & Reporting

Inbox Management and Calendar Management

Reach out to the team members to collect photos and videos of the clients

Provide support in mobilizing tasks and ensuring tasks are getting completed

Create and maintain basic operational tracking (missed calls, coverage issues, response times)

Use spreadsheets (Excel or Google Sheets) to organize, track, and interpret operational data

Flag recurring operational problems and recommend improvements

Follow defined SOPs and help improve them over time

Support onboarding and training of future operational hires

Growth Path (Important)

Within 60–90 days, this role is expected to:

Take full ownership of daily scheduling

Help train additional staff (phone support, scheduling)

Act as the operational “hub” instead of the owner

Contribute to building a scalable ops structure

Qualifications

2+ years of experience in operations, scheduling, or team coordination

At least 1 year of experience in customer service

Social media management experience is required

Strong phone confidence — able to handle difficult client conversations

Comfortable enforcing policies without escalation to ownership

Highly organized and calm under pressure

Clear, professional English communication (spoken and written)

Able to manage real-time disruptions independently

Comfortable learning and using business software (booking platforms, reporting tools, spreadsheets); QuickBooks experience is a plus

Experience supporting multi-location or service-based businesses is a strong plus

Tech & Setup Requirements

Reliable computer (minimum i5 or equivalent with 8GB RAM)

Stable internet connection (minimum 100 MBPS download speed)

Must have a minimum of 50MBPS back up internet

Comfortable using Time Doctor and standard remote collaboration tools

Job Type: Full-time

Schedule: 8AM - 5PM CST M-F

Salary Range: Php 40,000-60,000