Real Time Operations Specialist
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Job Description
Real-time workforce operations specialist optimizing staffing and forecasts for Convo Communications’ Deaf-access communication services. Monitoring agent performance and coordinating same-day schedule adjustments.
Responsibilities:
- Monitor agent status in real time
- Monitor dashboards to ensure optimal staffing against demand levels
- Evaluate large amounts of data
- Monitor, analyze, and adjust intraday forecasts using business drivers, current trends, and historical data
- Project call volumes, call duration, and required staffing levels
- Solicit extra hours or offer voluntary time off where applicable to align staffing with forecasted volumes
- Communicate with interpreting and support teams to facilitate real-time schedule adjustments
- Work with the WFM Manager on root-cause analyses of forecast variance
- Recommend changes to improve forecast accuracy and effectiveness
- Support same-day schedule adjustments according to staffing and demand needs
- Record all same-day schedule adjustments accurately and promptly
- Ensure daily operations reflect the company’s missions and core values
- Maintain a positive, safe, and inclusive workplace
- Perform other duties and responsibilities inherent to the position
Requirements:
- Minimum one (1) year of working experience with contact center analysis or a related position
- Minimum one (1) year of experience in trend analysis
- Intermediate knowledge of call center management and related calculations, including forecasting, scheduling, and adherence
- Working knowledge of Automatic Call Distribution (ACD) technology
- Experience with forecasting/scheduling software
- Intermediate spreadsheet formula applications and database software, including Excel and Google Sheets
- Analytical mindset and high attention to detail
- High organizational skills and ability to work in a fast-paced environment while self-managing competing priorities
- Strong interpersonal skills and ability to work with people from different backgrounds
- Ability to work independently with minimal supervision and self-motivation
- Positive “can-do” attitude and willingness to assume responsibility and ownership
- Ability to handle sensitive and confidential information with integrity and teamwork
- Ability to work a flexible schedule
- Professional English writing proficiency
- Fluency in American Sign Language
- Minimum high-speed internet of >20 MBPS
- Availability to work Saturdays and Sundays 6:00 AM to 2:30 PM PT and Mondays 2:00 PM to 6:00 PM PT
Benefits:
- Meaningful work improving communication accessibility
- Inclusive culture built on respect, collaboration, and belonging
- Continuous learning and professional development opportunities
- Opportunities to expand skills and grow your career
- Teamwork, innovation, integrity, and shared commitment to exceptional service
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