Real-Time Operations Specialist/Timekeeping Analyst

Our story

Founded in March 2009, Convo is the world’s largest Deaf-owned business with over 500 employees serving five countries in ten different languages.

Here at Convo, we believe that conversations are the key to enhancing the lives of 70 million Deaf individuals and the people around them. By creating solutions to address the experience deprivation that many Deaf people face, we can have a lasting and positive impact on their daily lives.

About The Role

The Real-Time Operations and Timekeeping Analyst plays a vital role in the Operations department by ensuring workforce optimization, managing timekeeping processes, and supporting operational efficiency. This position supports the USA and Canada Service Delivery teams by monitoring performance metrics, addressing real-time staffing needs, and ensuring time card accuracy. The role also involves preparing workforce headcount quotes, auditing timekeeping systems, and collaborating with internal teams to uphold service excellence.

What You’ll Do

Real-Time Workforce Management:

• Monitor and adjust agent status, staffing levels, and schedules in real-time to meet operational demand.
• Actively manage dashboards to track key performance metrics and adjust schedules as necessary.
• Communicate with interpreting and support teams to implement real-time schedule changes effectively.
• Solicit additional hours or offer voluntary time off (VTO) to balance staffing levels with service needs.

Timekeeping Oversight

• Audit and reconcile employee timecards to ensure accuracy and compliance with company policies.
• Identify and resolve discrepancies in timekeeping records promptly.
• Maintain accurate records of employee hours worked, breaks, and overtime, ensuring compliance with labor laws and company standards.
• Collaborate with payroll teams to ensure timely and accurate processing of timekeeping data.

Workforce Headcount Planning

• Generate workforce headcount quotes to meet client requests and fulfill service delivery requirements.
• Assist with workforce planning by analyzing historical trends and projecting future staffing needs.

Operational Efficiency

• Support same-day schedule adjustments to address real-time staffing challenges.
• Document all operational changes accurately and in a timely manner to maintain records for reporting and analysis.
• Identify and implement process improvements to enhance timekeeping accuracy and service delivery.

Collaboration And Teamwork

• Partner with the Workforce Management (WFM) Manager to optimize processes and meet departmental performance objectives.
• Work closely with Service Delivery teams to ensure alignment with organizational goals and priorities.
• Foster an inclusive and collaborative workplace environment.

Additional Responsibilities

• Proactively identify opportunities for operational improvement and recommend actionable solutions.
• Take on other duties as assigned to support the overall success of the department.

Qualifications

MINIMUM REQUIREMENTS

• At least one year of experience in workforce management, contact center operations, or a similar role.
• Proven experience with timekeeping systems and auditing processes.
• Proficiency in spreadsheets and database software (e.g., Excel, Google Sheets), including intermediate formula skills.
• Strong analytical skills with a detail-oriented mindset and a problem-solving approach.
• Effective time management skills and the ability to prioritize in a fast-paced environment.
• Excellent interpersonal and communication skills for collaboration across teams.
• Flexibility to work varying schedules as needed, with the ability to sit at a computer for extended periods.
• Professional English writing proficiency.
• Fluent in ASL and Deaf culture.

Additional Requirements

• Familiarity with workforce management systems, scheduling, and forecasting tools.
• Knowledge of contact center operations and call management technology.
• High-speed internet connection (minimum 10 Mbps upload/download) if working remotely.

GENERAL WORKING HOURS

Monday – Friday, 8:00 AM – 5:00 PM Central Time, with flexibility for evening, overnight, or weekend shifts as needed to meet client and department demands.

The Pay Range For This Role Is

25 – 27 USD per hour(Remote)