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Operations Coordinator at Sorenson Communications / CaptionCall

Posted in Other 30+ days ago.

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Location: Portland, Maine

Job Description:


This position is responsible for managing, negotiating, and promoting the regular work schedules of Video Interpreters. This individual will manage call center staffing needs, handle requests for shifts and assign shifts to employees in order to meet company speed of answer requirements. Responsibilities will also include tracking requests for time off, handling shift change requests. The Operations Coordinator will provide feedback, suggestions, and analysis on staffing and operational patterns to the Video Relay Service (VRS) Regional and District Operations Manager and the Center Director/Assistant Director. Operations Coordinators will process payroll, maintain accurate records, as well as complete center administrative tasks.

Essential Duties and Responsibilities

Staffing Decisions

* Provides virtual and/or in house office hours for Video Interpreters for a minimum of 12 hours a quarter.
* Gather and utilize staffing ideas shared by peers in district.
* Maintain average email response time of 24 hours during normal business hours.
* Negotiate with interpreters in the center(s) on their scheduling requests to align with company needs during all phases of scheduling.

Reporting/Analyzing Data

* Reporting accuracy level of 93% and above.
* On time submission rate of tasks at 93% and above.
* Complete data analysis on staffing and statistical outliers.
* Present patterns and trends for staffing and statistical patterns.
* Payroll accuracy rate of 95% and above.

Additional Duties

* Effectively and efficiently communicate with all stakeholders.
* Participate in one or more internal/ external ongoing departmental teams or projects as needed.
* Participate in internal and external professional development opportunities, including Sorenson's Ops mastery training program.
* Provide assistance in the implementation of strategic solutions for staffing, morale and overall performance of their center/centers.
* Contribute in center meetings and calls.
* Attend center level events.
* Support the center outside of normal job duties.
* May provide coverage for additional center.

Other duties as assigned by the District Operations Manager.

Knowledge/Skills/ Abilities Required

* Must have strong communication skills, problem solving and follow-up skills with an ability to coordinate and perform several tasks simultaneously.
* Excellent interpersonal and communication skills.
* Highly organized and detail oriented.
* Ability to prepare accurate reports.
* 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.
* Able to work a minimum of 2 shifts per quarter outside of normal business hours to meet the needs of VIs working off business hours


* 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.
* American Sign Language a plus.

Other General Requirements/Additional Notes

* Physical Demands

* American Sign Language a plus.
* Able to sit/ stand for a long period of time in an office environment
* Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
* Regular and predictable attendance required.
* Regular and predictable attendance required.
* Positive attitude, team player, good interpersonal communication skills and able to work across company departments.
* This position has access to highly confidential, sensitive information relating to the employees and customers of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled