InVision Communications

Real Time Operations Specialist

InVision Communications

part-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • 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

Requirements

  • Minimum one (1) year working experience with contact center analysis or related position
  • Minimum of one (1) years 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 strong plus
Benefits
  • Must have minimum high speed internet of >20 MBPS
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
trend analysisforecastingschedulingcall center managementdata analysisAutomatic Call Distribution (ACD)ExcelGoogle Sheetsdatabase softwareintermediate formula applications
Soft Skills
analytical mindhigh level of detailorganizational skillsinterpersonal skillsself-motivationpositive attituderesponsibilityintegrityteamworkability to work independently