Real Time Operations Specialist
About the role
The Real Time Operations Specialist is part of the Workforce Management department, working closely with the USA and Canada Service Delivery teams, and is responsible for monitoring, communicating, and making changes that positively affect the real-time performance of our team members. You will apply your skills in delivering excellence in Convo Video Relay operations.
This position is:
- Working Hours of (20 hours per week):
Saturday and Sunday:
9am to 5:30pm ET
8am to 4:30pm CT
6am to 2:30pm PT
Monday:
5pm to 9pm ET
4pm to 8pm CT
2pm to 6pm PT
What you'll do
- 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
Qualifications
- 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
ADDITIONAL REQUIREMENTS
- Must have minimum high speed internet of >20 MBPS