- Utilize text-based messaging platforms to communicate with a nationwide workforce and provide support and direction to individuals as necessary.
- Assure effective daily afterhours operations by negotiating with and communicating with clients, inputting job requests accurately and efficiently, coordinating interpreter schedules and providing superior customer service
- Ensure the highest quality customer experience possible for all internal and external customers
- Maintain database of current, qualified, trained interpreters/writers available for CART and Community Interpreting
- Schedule interpreters/writers (staff as well as independent contractors) to ensure appropriate coverage for department workloads to include CART, on-site community interpreting assignments and at times Video Relay (VRS) and Video Remote (VRI).
- Analyze VRS & onsite interpreting operations and compile data for reporting.
- Utilize web-based tools such as SharePoint to maintain additional in-house reporting processes.
- Develop and apply ongoing analysis of demand forecasts, volume trends, call center capacity, and staffing levels to improve efficiency of the company's interpreter workforce across locations, days of the week, shifts, and platforms.
- Monitor operations using a web-based dashboard and analyze upcoming service demands, workforce levels and call center capacity to optimize staffing levels on an hourly basis.
- Write specific and appropriate documentation of technical issues and escalate critical findings to supervisor, operations team, and IT.
- Develop and maintain familiarity with the company's communication centers' services, platforms, and interpreter requirements.
- Perform other duties and special projects as assigned.
- Bachelor's degree; preferably in Economics, Statistics or Business Management; or a minimum of two-years experience in similar analytical position.
- 2 Professional references endorsing attributes of a self-starter/self-learner; or indicating the wherewithal and initiative to identify needs and propose actionable solutions. References from a prior/current supervisor preferred. (Attach to resume)
- Must be flexible and available to work overnight hours & holidays.
- Knowledge of general business/finance terminology and concepts preferred.
- Experience designing/building reports.
- Advanced knowledge of Microsoft Excel (Pivot tables, Macros, Visual Basic is a plus).
- Interpret/explain data, analyze information; identify patterns, trends, anomalies.
- Communicate effectively, display focus, attention to detail, and organization.
- Strong communications skills
- Able to work effectively under minimal supervision.
- Must be self-motivated and a quick learner.
- Strong team player.
- American Sign Language (ASL) proficiency and knowledge of interpreting professions is helpful.
- Spoken Spanish fluency while not required would be beneficial
- At least 3 years of experience in call center, video relay service or related scheduling operations; and at least 2 years of experience in data analysis.
- Sitting, standing, and walking
- Keyboarding
- Viewing computer monitor requiring close vision
- May lift or move boxes (up to 10 pounds)
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Schedule Coordinator - El Paso, United States - Purple Communications Inc
Description
Job Description
Job DescriptionSchedule Coordinator - Nights & Weekend Shift
This position coordinates and maintains the effective after hours support for VRS & Onsite Community operations across multiple states and call centers. We are looking for someone with a warm and outgoing personality, who holds a proven reputation for reliability, high attention to detail, and has availability to work overnights. In order to successfully coordinate last minute interpreting services with clients and interpreters by phone in emergency situations, a strong candidate will need to be comfortable building relationships with both parties.
Typical Duties:
Minimum Qualifications:
Preferred Experience:
Physical Requirements: Employees may experience the following physical demands for extended periods of time:
Work Environment: Work is performed in a business office environment. Occasional travel to communications centers, including some that are out of state is required.
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.
Purple Communications is an Equal Opportunity Employer. Principals Only
