[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.ResponsibilitiesMonitor agent status in real timeActively monitor dashboards to ensure optimal staffing to demand levelsEvaluate large amounts of dataMonitor, 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 dataSolicit extra hours or offer voluntary time off where applicable, to ensure staffing meets forecasted volumesActively communicate with the interpreting and support teams facilitating real-time schedule adjustmentsWork 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 effectivenessSupport same-day schedule adjustments aligned with current staffing and demand needsEnsure all same-day schedule adjustments are recorded in a timely and accurate mannerEnsure that daily operations reflect the company’s missions and core valuesMaintain a positive, safe, and inclusive workplaceAssume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the positionSkillsMinimum one (1) year working experience with contact center analysis or related positionMinimum of one (1) years of experience in trend analysisIntermediate knowledge of call center management and all related calculations including forecasting, scheduling, and adherenceWorking knowledge of Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling softwareExperience in spreadsheets with intermediate formula applications and database software (e.g. Excel and Google Sheets) requiredPossesses an analytical mind and a high level of detail, able to notice errors, omissions and incongruent dataHigh organizational skills and ability to work in a fast-paced environment while self-managing competing prioritiesStrong interpersonal skills with the ability to work with people from different backgrounds as well as ability of self-motivation to work independently with minimal supervisionPositive 'can-do' attitude with a willingness to assume responsibility and ownershipAbility to handle sensitive and confidential information with strong integrity, moral character, and belief in teamworkAbility to work a flexible scheduleProfessional English writing proficiency and fluency in American Sign Language along with familiarity with Deaf culture is a strong plusMust have minimum high speed internet of >20 MBPSCompany OverviewConvo Communications provides video relay services vrs technologies that enable phone conversations for the deaf and hard of hearing. It was founded in 2009, and is headquartered in Austin, Texas, USA, with a workforce of 501-1000 employees. Its website is https://convorelay.com/.



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