Vibrant

Operations Monitor

Vibrant

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $27 - $33 per hour

About the role

  • oversee, track, and alert on the stability and status of the 988 Lifeline
  • collect, analyze, distribute, and report on various data generated by the 988 series of networks
  • interact with other departments within the 988 Lifeline
  • help the Operations staff develop operations-oriented data solutions
  • compile and report data reporting requests and questions at regular intervals
  • monitor, use, and advise on internal data reporting tools
  • develop an internal timeline of additional reporting for operational needs and analysis
  • manage the integration of new and updated data tools into operational systems
  • alert appropriate staff when an impact on network stability is observed
  • attend regular meetings with the 988 data team
  • assist in the administration of 988 as it pertains to services provided over various technological modalities
  • support the 988 Operations team with chat/text/voice testing and quality assurance testing
  • identify discrepancies or deficiencies in schedules and recommend necessary adjustments
  • provide analytical support and recommendations for staffing resources
  • monitor Pause Code activations and review daily productivity

Requirements

  • interest in mental health/suicide prevention
  • some familiarity with the nonprofit sector
  • experience with technology
  • interest in a data-driven approach to operational improvement and design
  • experience with developing and implementing data reports and tools (preferred)
  • Bachelor's degree (preferred)
  • excellent verbal, written, and computer skills
  • strong analytical skills
  • courteous and professional manner
  • effective time management and organizational skills
  • ability to create work for self and identify areas of need and opportunity
  • strong customer-service orientation
  • ability to work cooperatively and effectively with others
  • ability to be flexible and versatile in a changing work environment
  • intermediate to advanced skills with MS Office (including Word, Excel, PowerPoint)
  • strong functional analytical skills (Tracking, Trending, and interpreting results)
  • process improvement skills in a call center environment
  • strong knowledge of call center metrics and systems
Benefits
  • medical
  • dental
  • vision
  • supplemental income insurance
  • employer paid disability insurance
  • employer paid life insurance
  • pre-tax FSA for medical and dependent care
  • 401K available
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisdata reportingdata solutions developmentquality assurance testingprocess improvementcall center metricstrackingtrendinginterpreting resultstechnology implementation
Soft Skills
analytical skillstime managementorganizational skillscustomer service orientationflexibilityversatilityinterpersonal skillsprofessionalismcommunication skillsability to identify opportunities
Certifications
Bachelor's degree