Summary
The CaptionCall Operations Coordinator is responsible for managing the regular
work schedule and training schedule for Captioning Agents. This individual
will manage call center staffing needs, handle requests for shifts and assign
shifts to employees in order to meet service level requirements.
Responsibilities will also include tracking requests for time off, shift
changes and forecasting both short and long term staffing needs against call
volumes. The Operations Coordinator will provide feedback, suggestions, and
staffing analysis to Center Director/Manager and upper management for
recruiting and hiring practices, and day-to-day employee management.
This employee will also be responsible for analyzing center operational stats,
identifying, and presenting patterns and trends to Center Manager and upper
management teams. Additional responsibilities will include maintaining
accurate records and completing daily center administrative tasks.
Essential Duties and Responsibilities
- Responsible for establishing, maintaining and reviewing schedules
- Evaluate schedule and workflow to identify opportunities for improvement and communicate this to the Center Management and upper management
- Work with the center management teams to help make relay-center personnel decisions
- Track requests for time off including vacation and personal leave request to ensure coverage
- Assist in scheduling new hires for training
- Monitor schedule changes and new trainee schedules, and brief and provide documentation to Center Management and upper management regarding the same
- Analyze center operational statistics -- track and accurately measure individual Captioning Agent and center productivity, and prepare presentations and present to management teams regarding it
- Communicate with the Center Management and upper management regarding relay-center employee issues, efficiencies, and other ideas and recommendations
- Assist with meeting service levels by taking calls as a Captioning Agent
- Compile and all Time and Attendance information and provide documentation to Management and Operations
- Other administrative tasks as assigned by Operations Sr. Director
Experience/Education/Certifications
- Bachelor's Degree Required
- Field experience of at least 1-2 years working as a workforce scheduler, or an equivalent combination of education and experience
- HR experience preferred
Knowledge/Skills/Abilities Required
- Ability to prepare accurate reports
- Excellent interpersonal and communication skills
- Excellent computer skills, Proficient in MS Word, Excel and ability to learn others as needed
- Must have strong verbal, problem solving and follow up skills and ability to coordinate and perform several tasks simultaneously
Other General Requirements/Additional Notes
- Some travel may be required
- Fast learner and self-motivated
- Punctual and reliable attendance
- Highly organized and detail oriented
- Positive attitude, team player, good interpersonal communication skills and able to work across company departments