Sorenson Communications is expanding our Video Relay Services to the deaf community (http://www.sorensonvrs.com/). As a result, we are seeking Operations Coordinators to work in our Video Relay centers across the country. Successful employees will enjoy a professional work environment where they will assist in the management and operations of a sign language interpreting call center. Summary
Sorenson Communications is a leader in the provision of video relay services. An important position in the management of each VRS center is the Operations Coordinator (Ops Coordinator). It is anticipated that individuals filling this position will be experienced and highly motivated. This position is responsible for managing the regular work schedule and training schedule of Video Interpreters. This individual will manage call center staffing needs, handle requests for shifts and assign shifts to employees in order to meet national 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 VRS Regional Operations Manager and Center Director/Manager for recruiting and hiring practices, and day-to-day employee management. This employee will also be responsible for analyzing center operational stats and identifying and presenting patterns and trends to Center Manager and management teams. Additional responsibilities will include completing all new hire paperwork and being the liaison between center employees and the Human Resources department. The Operations Coordinator will process payroll, maintain accurate records and complete daily center administrative tasks. Essential Duties and Responsibilities:
• Responsible for managing Video Interpreter schedules.
Evaluate schedule and workflow to identify opportunities for improvement and communicate this to the VRS Regional Operations Manager and VRS Center Director/Manager.
Provide feedback, analysis, and suggestions for call-center personnel decisions.
Maintain accurate interpreter availability lists.
Track requests for time off including vacation and personal leave request to ensure coverage.
Assist in scheduling new hires for training with the VRS Center Manager/Trainer.
Monitor schedule changes and new trainee schedules, and brief and provide documentation to VRS Center Director and Manager/Trainer regarding same..
Complete all HR administrative tasks including employee relations, new hire orientation paperwork and special projects.
Analyze center operational stats track and accurately measure individual interpreter and center productivity, and prepare presentations and present to management teams regarding same.
Verify payroll and correct discrepancies
Communicate schedule changes with the VRS Center Director and Manager; resolving scheduling & payroll issues
• Communicate with the VRS Regional Operations Manager and Center Director/Manager regarding call-center employee issues, efficiencies, and other ideas and recommendations.
• Arrange working VRS Interpreter and Trainee accommodations and transportation.
• Other duties as assigned by the VRS Regional Operations Manager. Qualifications, Education, and/or Experience
AA or BA preferred.
Field experience of at least 1-2 years working as a work force scheduler, or an equivalent combination of education and experience.
HR experience a plus. Communications/Language Skills:
Must have strong verbal, problem solving and follow-up skills and ability to coordinate and perform several tasks simultaneously.
Excellent interpersonal and communication skills.
Highly organized and detail oriented.
Ability to prepare accurate reports.
Excellent computer skills, proficient in MS Word, Excel and PowerPoint and ability to learn other applications as needed.
Must be a team player work well with others.
Must be a problem solver and able to provide solutions to a variety of day to day scheduling problems.Physical Demands (if applicable):
Basic office environment. Working Conditions:
Employees enjoy working indoors in an environmentally controlled setting. Employees spend the majority of their time sitting at a desk in a quiet, confidential environment. This position is full time. Electronic Mail Employees have access to email as a mode of communication and training.
Sorenson Communications promotes a fast paced and rewarding work environment. Attendance and Punctuality
This job requires consistent attendance and punctuality. The qualified applicant should demonstrate a history of strong attendance. Equal Employment Opportunity
Sorenson Communications is an equal employment opportunity employer and will give all qualified applicants consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.