Real Time Operations Specialist

About the roleThe 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:Monday-FridayWorking Hours of (15 hours per week): 4:00 AM to 7:00 AM PT6:00 AM to 9:00 AM CT7:00 AM to 10:00 AM ETWhat you'll doMonitor 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 positionQualificationsMinimum 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 supervision. Positive "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 plusADDITIONAL REQUIREMENTSMust have minimum high speed internet of >20 MBPS

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