[Remote] Real Time Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Convo Communications LLC is the world’s largest Deaf-owned business, dedicated to enhancing the lives of Deaf individuals through innovative solutions. The Real Time Operations Specialist will monitor and optimize the real-time performance of team members, ensuring effective staffing and communication within the service delivery teams.

Responsibilities

• Monitor agent status in real time
• Actively monitor dashboards to ensure optimal staffing to demand levels
• Evaluate large amounts of data
• Monitor, analyze, and adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Solicit extra hours or offer voluntary time off where applicable, to ensure staffing meets forecasted volumes
• Actively communicate with the interpreting and support teams facilitating real-time schedule adjustments
• Work with the WFM Manager to perform root-cause analyses to determine and quantify reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
• Support same-day schedule adjustments aligned with current staffing and demand needs
• Ensure all same-day schedule adjustments are recorded in a timely and accurate manner
• Ensure that daily operations reflect the company’s missions and core values
• Maintain a positive, safe, and inclusive workplace
• Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Skills

• Minimum one (1) year working experience with contact center analysis or related position
• Minimum of one (1) years of experience in trend analysis
• Intermediate knowledge of call center management and all related calculations including forecasting, scheduling, and adherence
• Working knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software
• Experience in spreadsheets with intermediate formula applications and database software (e.g. Excel and Google Sheets) required
• Possesses an analytical mind and a high level of detail, able to notice errors, omissions and incongruent data
• High organizational skills and ability to work in a fast-paced environment while self-managing competing priorities
• Strong interpersonal skills with the ability to work with people from different backgrounds as well as ability of self-motivation to work independently with minimal supervision
• Positive 'can-do' attitude with a willingness to assume responsibility and ownership
• Ability to handle sensitive and confidential information with strong integrity, moral character, and belief in teamwork
• Ability to work a flexible schedule
• Professional English writing proficiency and fluency in American Sign Language along with familiarity with Deaf culture is a strong plus
• Must have minimum high speed internet of >20 MBPS

Company Overview