Note: The job is a remote job and is open to candidates in USA. Convo Communications is a Deaf-owned company dedicated to making communication more accessible through language access services and technology. The Real Time Operations Specialist monitors workforce and service delivery performance, adjusts staffing and schedules, analyzes operational data, and supports real-time Video Relay operations across the USA and Canada.
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
- + - Must have minimum high speed internet of >20 MBPS
- - Availability to work Saturdays & Sundays 6:00 AM to 2:30 PM PT and Mondays 2:00 PM to 6:00 PM PT
Benefits
- Help improve communication accessibility and create meaningful connections every day.
- An inclusive culture built on respect, collaboration, and belonging.
- Continuous learning, professional development, and opportunities to expand your skills.
- Meaningful work where every role contributes to the mission of creating accessible communication solutions that improve lives.
- A team culture that values teamwork, innovation, integrity, and a shared commitment to delivering exceptional service.
Company Overview