Real Time Operations Specialist

Job description

About Convo Communications LLC Founded in March 2009, Convo is the world’s largest Deaf-owned business with over 500 employees serving five countries in ten different languages. Here at Convo, we believe that conversations are the key to enhancing the lives of 70 million Deaf individuals and the people around them. By creating solutions to address the experience deprivation that many Deaf people face, we can have a lasting and positive impact on their daily lives. About the role: The 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-Friday - Working Hours of (15 hours per week): - 4:00 AM to 7:00 AM PT - 6:00 AM to 9:00 AM CT - 7:00 AM to 10:00 AM ET What you'll do: - 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 intrad...