Real-Time Operations Specialist

Convo Communications; Canada; Remote; CAD 60,000 - 80,000; Part time

Job summary

An established industry player is seeking a Real-Time Operations Specialist to enhance the performance of their video relay operations. This part-time role involves monitoring agent status, analyzing data to optimize staffing, and making real-time adjustments to schedules. The ideal candidate will have a strong analytical mindset, excellent interpersonal skills, and a passion for supporting the Deaf community. Join a team dedicated to making a positive impact in the lives of millions while working in a flexible and inclusive environment.

Qualifications

• 1+ years of experience in contact center analysis or related field.
• Intermediate knowledge of forecasting and scheduling in call centers.

Responsibilities

• Monitor agent status and ensure optimal staffing levels.
• Analyze data to adjust staffing based on call volumes.
• Communicate real-time schedule adjustments with teams.

Skills

Contact Center Analysis

Trend Analysis

Call Center Management

Forecasting

Scheduling

Data Analysis

Interpersonal Skills

Self-management

Professional English Writing

American Sign Language

Tools

Excel

Google Sheets

Automatic Call Distribution (ACD)

Job description

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About Convo Communications LLC
Founded in March 2009, Convo is the world’s largest Deaf-owned business with over 500 employees serving five countries in ten different languages.

Here at Convo, we believe that conversations are the key to enhancing the lives of 70 million Deaf individuals and the people around them. By creating solutions to address the experience deprivation that many Deaf people face, we can have a lasting and positive impact on their daily lives.

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 role is Part Time, 20 hours per week from 8pm-12am CT.

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) year 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 must

The Pay Range For This Role Is

USD 23 - 25 per hour (Remote Canada)