Convo Communications

• Lead workforce planning strategy across interpreting services • Develop forward-looking workforce plans aligned with Service Delivery priorities • Apply scenario planning to manage demand variability • Ensure workforce plans deliver balanced schedules • Ensure seamless coordination between forecasting, scheduling, and real-time execution • Monitor workforce-related risks that may impact service levels • Define and track workforce performance metrics • Analyze trends and perform root cause analysis to identify opportunities for improvement • Lead, coach, and develop Workforce Management leadership • Partner with Service Delivery, Finance, People & Culture, Product, and Data teams to align workforce planning with business needs.

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: - Working Hours of (20 hours per week): Saturday and Sunday: 9am to 5:30pm ET 8am to 4:30pm CT 6am to 2:30pm PT Monday: 5pm to 9pm ET 4pm to 8pm CT 2pm to 6pm PT 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 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 Qualifications - 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 ADDITIONAL REQUIREMENTS - - - Must have minimum high speed internet of >20 MBPS

About the role The Customer Support Specialist is responsible for answering customer queries and resolving issues via appropriate channels, maintaining knowledge of our products and services, obtaining customer feedback, and providing training to new hires. Demonstrates excellent time management skills and is passionate about customer service. What you'll do - Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat - Provides general support and resolutions for customer-related concerns - Assist customers with the registration process - Accurately document all customer actions taken during the issue resolution process - Ensure all customers are keenly aware of all products and unique features - Respond to all customer complaints and concerns with urgency, professionalism and attention to detail - Provide proactive support to customers by anticipating their support needs before they occur - Assist with marketing related activities as needed - Assist sales with call and email campaigns around new personal user sign-ups as time permits - Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction Qualifications Minimum Requirements - High school diploma or equivalent required. Associates or Bachelor’s degree from an accredited college or university highly preferred - Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required - 1-3 years experience in a customer service role is preferred - Ability to think critically and act decisively in high-pressure or dynamic environments - Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets) - Sound judgment and excellent problem-solving skills - A positive attitude and the ability to build relationships with clients - The flexibility to work irregular hours, when required - Superb written and verbal communication skills - Fluency in American Sign Language required Additional Requirements - Must have minimum network speed of 20 MBPS Upload/Download if working from home - Occasional <10% out of town travel to support events

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 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 Qualifications - 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 ADDITIONAL REQUIREMENTS - - - Must have minimum high speed internet of >20 MBPS

• Lead and manage a large team of Video Interpreters with integrity, authenticity, and accountability. • Foster a safe, diverse, and inclusive team culture grounded in collaboration, respect, and psychological safety. • Conduct regular 1:1 meetings, performance conversations, and development planning sessions. • Provide mentorship, professional case conferencing, and coaching to support interpreter growth and resilience. • Support conflict resolution and guide interpreters through the Support Improvement Program when applicable. • Participate in recruitment efforts, including candidate assessments and interviews. • Monitor daily operations to ensure alignment with Convo standards, CRTC regulations, CAV guidelines, and applicable provincial and labour requirements. • Partner with Workforce Management and Operations teams to ensure staffing alignment and service continuity. • Approve timecards and complete required operational reports with accuracy and timeliness. • Step in to interpret (Deaf or Hearing Interpreter) when operationally necessary to support service delivery and maintain team connection. • Analyze daily, weekly, and monthly Interpreter Service Index reporting and related performance data. • Review customer feedback and quality metrics to identify coaching opportunities and performance trends. • Ensure interpreters remain informed and up-to-date on product updates, procedural changes, and company initiatives. • Drive accountability while balancing performance expectations with interpreter well-being. • Collaborate with Interpreter Operations, Quality Assurance, Workforce Management, and People & Culture to align on standards, performance, and workforce needs. • Represent Convo’s values and mission in cross-departmental initiatives and discussions.

Not quite ready to apply or don't see an open role that fits your expertise? Join our Talent Community now to stay current on the latest job opportunities, news, and events. 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. JOIN our Talent Community by hitting the apply button. This allows us to reach out to you proactively when we have a role open that fits your expertise! We'll also keep you in the know periodically about what's going on here at Convo. This is just a way to stay in the loop with Convo until you are able to join us in the future!