Job: Call Center Operations Coordinator

Sorenson Communications, a leader in the provision of video relay services, is seeking an experienced and highly motivated individual to function as the Call Center Operations Coordinator. This person is responsible for managing the regular work schedule and training schedule of Video Interpreters. This individual will prepare and analyze schedules and project staffing needs in order to meet service level requirements from headquarters. Handle requests for shifts and assigning schedules to employees and independent contractors. Process requests for time off or shift changes and forecast both short and long term staffing needs against call volumes of the call center providing analysis for the VRS Regional Operations Manager and Center Director/Manager for recruiting and hiring practices. Also process invoices and time cards/payroll to ensure accurate record keeping.

Is responsible for establishing, maintaining and reviewing schedules.

Communicates with the VRS Regional Operations Manager and Center Director/Manager.

Maintains accurate availability lists.

Verifies billing, invoices and payroll reports and correct discrepancies.

Assists with general VRS center office HR including employee relations, new hire orientation and special projects.

Assists in scheduling new hires for training with the VRS Center Manager/Trainer.

Tracks and measures individual interpreter productivity.

Evaluates schedule and workflow to identify opportunities for improvement and communicate this to the VRS Regional Operations Manger and VRS Center Director/Manager.

Tracks requests for time off including vacation and personal leave request to ensure coverage.

Coordinates scheduling changes with the VRS Center Director and Manager; resolving scheduling & invoicing problems.

Briefs and provides documentation to the VRS Center Director and Trainer on changes to schedules and new trainee schedules.

Responsible for Daily, weekly, and monthly reporting of log in reports, and FCC regulates statistics.

Conducts invoicing and time sheet audits.

Arranges for the 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.