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Company Name : Sorenson Interpretive Services, LLC
Location : Salt Lake City, UT 84101
Position : Ops Coordinator
Job Description : We have Multiple Shifts available!
Su-Th: 6:00 am – 2:30 pm
Tu-Sa: 6:00 am – 2:30 pm
Su-Th: 2:00 pm – 10:30 pm
Tu-Sa: 2:00 pm – 10:30 pm
Job Summary
The Indeo Operations Coordinator is responsible for managing the regular work schedule and training schedule for employees. This individual will manage staffing needs, handle requests for shifts and assign shifts to employees to ensure service level requirements and fill rates are met.
Responsibilities will also include tracking requests for time off, schedule changes and managing schedules for both short- and long-term staffing needs against call volumes. The operations coordinator will provide feedback, suggestions, and staffing analysis to management and upper management for recruiting purposes and day-to-day employee performance management.
The individual will also be responsible for analyzing operational statistics, identifying, and presenting patterns and trends to management and upper management teams. Additional responsibilities will include maintaining accurate records, databases, and completing daily center administrative tasks.
Salary Range: $38,800.00 to $58,200.00
Benefits: Medical Insurance, Paid Time Off, 401K Investment plans, and more!
Essential Duties and Responsibilities
Staffing
Evaluate staffing and productivity multiple times within the day and take necessary action to improve operational performance
Analyze business needs and create available new hire scheduling options on a weekly basis
Track ongoing changes of employee availability and request for time off in operational databases
Manage short-term staffing needs by daily review of the previous day’s call queue history and fill rates
Manage long-term staffing needs by reviewing historical trends on a weekly basis and accounting for seasonality, special days, and weather patterns
Gather information to determine if variations in meeting business objectives were caused by technical issues, staffing issues, world events or related to new trends in customer behavior
Identify and implement staffing solutions to achieve service level goals and business objectives for a multi-site and multi-skill operation
Implement contingency strategies in response to natural disasters, disruption to power, cable, or telephone lines, computer crashes and network outages
Invoicing, Time and Attendance
Audit and edit job codes for saving and verifying
Assist with the saving and verifying process for all Amazon jobs with accuracy rate of 98% and above
Assist with time and attendance while maintaining accurate records with accuracy rate of 98% and above
Track excessive travel approvals for Amazon to ensure incidentals are accurately reflected for payment
Ask pertinent questions to determine the parameters of schedules and jobs to ensure proper payment
Resolve payroll or saving and verifying discrepancies
Reporting and Analytics
Compile and evaluate information by gathering data from multiple systems and applications for analysis in Excel and data visualization tools
Accurately track and analyze individual key performance indicators and identify root cause for patterns in low performance
Analyze department and company-level key performance indicators including productivity, occupancy, and staffing distribution
Validate accuracy of data by performing regular audits of operational systems and applications
Analyze historical data to ensure data integrity
Analyze forecasting patterns to ensure staffing goals are in line with business objectives
Communication
Develop relationships with employees to establish and maintain their scheduling availability by engaging with them through phone calls, email, instant messenger, and internal web interfaces
Maintain daily communication within the operations team and departments to coordinate needed staffing based on current and future requirements
Provide operational feedback and recommendations to management on recruiting needs and staffing requirements
Present analysis of key performance indicators on a daily, weekly, monthly, and quarterly basis to department management, senior management, and executive levels
Establish individual strategies for successful written and verbal communication across teams in line with company operationalized core values
The above statements describe the general nature and level of work of this position. This is not intended to be an exhaustive list of responsibilities and duties required. A person in this position will be asked to perform other related duties as assigned or requested.
Supervisory Responsibility
None
Travel Requirements
Travel Requirements: Less than 25%
Education
Preferred 4 Year / Bachelors Degree
Preferred Graduate Degree Master’s Degree
Experience
1-2 Related experience as a workforce scheduler
Equivalent combination of education and operational experience
HR experience preferred
Knowledge, Skills, and Abilities
Strong communication skills, problem solving, follow-up skills
Ability to coordinate and perform several tasks simultaneously
Work independently and in a dispersed team environment
Excellent customer service skills
Follow directions in all assignments given, keeping focus on priorities while progressing all tasks to completion
Advanced working knowledge of basic computer functions and with Microsoft Suite of products
Trustworthy with proprietary company information, keeping such information in strict confidence
Working Conditions and Physical Requirements
This job operates in a professional office environment
Highly organized and detail oriented
Ability to sit and/or stand at a desk and work with a computer for extended periods of time.
Positive attitude, team player, good interpersonal communication skills and able to work across company departments.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Travel required.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job
Duties, responsibilities, and activities may change at any time with or without notice.
Disclaimer
This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
Apply at www.captioncall.com/careers
Apply today! www.sorensonvrs.com/svrs_careers
Equal Employment Opportunity:
CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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