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

• Oversee the design, maintenance, and governance of ROPS data marts (e.g., Netezza, BigQuery). • Partner with IT to define requirements for data ingestion and transformation; manage the ingestion of data into our Enterprise Data Warehouse (EDW). • Implement and enforce data governance standards. • Act as the primary liaison between business stakeholders and technical teams. • Identify opportunities to automate manual data processes and improve the efficiency of data delivery. • Set clear tactical and operational goals for the team, conduct regular performance evaluations, and provide actionable feedback. • Clear the path for growth by identifying and coaching each teammate based on their unique needs and career aspirations.

About us: Zelh is a fast-growing, passionate outsourcing company. Our mission is to be the most reliable company by offering and maintaining consistently high-quality services. We achieve the mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy! At this point, Zelh is looking for a Track and Trace Operator for the logistics platform for the built world. Responsibilities: - Track all active shipments from pickup through delivery using transportation management systems (TMS), carrier portals, and direct communication with drivers. - Proactively identify potential delays or service issues and communicate updates to internal teams and customers in real time. - Maintain accurate and up-to-date tracking notes in the system for each load. - Serve as the primary point of contact for status updates and exception handling. - Coordinate with carriers to ensure on-time pickups, deliveries, and updates on transit progress. - Escalate service failures and delays to appropriate internal mgmt and assist in resolution. - Support after-hours or weekend coverage on a rotational basis, if applicable. - Collaborate with dispatchers, account managers, and customer service teams to ensure visibility and reliability across all shipments. - Prepare and distribute daily or weekly tracking reports to management and clients, as needed. Working conditions: - Working schedule: Mon - Fri 7 am - 6 pm CST - Competitive Salary in USD - Remote mode of work - 10+ business days of paid time off - Team building and corporate events - Equipment provided - A supportive team - 1+ years of experience in the customer support field - English level - upper-intermediate or higher - Ability to work in a high-stress/paced environment - Outstanding organizational and coordination abilities - Excellent communication and interpersonal skills - Experience in Customer Support will be appreciated - PC proficient (Microsoft Office preferred) - Excellent problem-solving abilities

Country Study Operations Manager (CSOM) ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development We are currently seeking a Project Manager to join our diverse and dynamic team. As a Project Manager at ICON, you will be responsible for leading and coordinating project activities, ensuring that projects are delivered on time, within budget, and to the highest quality standards. Your role will involve overseeing all aspects of project execution, from planning and resource management to stakeholder communication and risk mitigation. What You Will Be Doing: - Developing and managing detailed project plans, including timelines, budgets, and resource allocation to ensure successful project delivery. - Leading cross-functional project teams, coordinating efforts to meet project objectives, and facilitating effective communication and collaboration. - Monitoring project progress, identifying potential risks and issues, and implementing strategies to address challenges and keep projects on track. - Engaging with stakeholders to manage expectations, provide updates, and ensure alignment with project goals and organizational objectives. - Preparing and presenting project reports, status updates, and performance metrics to senior management and other stakeholders. Your Profile: - Bachelor’s degree in project management, business, or a related field is preferred, with significant experience in project management and team leadership. - Proven track record of successfully managing projects from inception to completion, with a focus on delivering results within scope, time, and budget constraints. - Strong leadership and organizational skills, with the ability to effectively manage project teams and prioritize tasks. - Excellent communication and interpersonal skills, with the ability to build relationships and manage stakeholder expectations. - Proficiency in project management tools and methodologies, with certifications such as PMP or PRINCE2 being advantageous. - Detail-oriented, proactive, and adaptable, with a commitment to achieving project goals and driving continuous improvement. What ICON can offer you: Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family. Our benefits examples include: - Various annual leave entitlements - A range of health insurance offerings to suit you and your family’s needs. - Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. - Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being. - Life assurance - Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here. Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply