Scheduler - Day Shift

Scheduler (Day Shift)

Purple Communications is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay service, video remote interpreting, and CART captioning services, the Company delivers a wide array of options designed to meet the unique communication needs of its customers.  Please view our website:   www.purplevrs.com .      

Purple Communications' vision is to provide high-quality services with innovative products that break down communication barriers for its customers.  We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters.

We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!

This position is responsible for scheduling and supporting onsite and virtual communication access services across multiple states and call centers. The successful candidate will demonstrate superb communicate with clients, staff, and contractors to ensure the highest level of service provision in our 24/7 scheduling department that supports local, regional, and nationwide customers. The Scheduler will match team members and contractors through innovative, personal contact, with an eye to minimizing overall costs, maximizing efficiencies without sacrificing established safe work practices, and providing the highest quality services to our customers. 

Scheduler Responsibilities:

• Ensure effective service provision and operation by communicating with clients, inputting job requests accurately and efficiently, coordinating practitioner schedules, ensuring contract adherence , and providing superior customer service
• Ensure the highest quality customer experience possible for all internal and external customers
• Schedule interpreters and writers (staff as well as independent contractors) to ensure appropriate coverage for department workloads to include CART captioning (on-site and virtual), onsite community interpreting assignments, Scheduled Virtual Interpreting (SVI), and Video Remote Interpreting (VRI).
• Utilize all available technology to communicate with a nationwide workforce and provide support and direction to individuals as necessary.
• Provide accurate reports on on-site and virtual services as requested.
• Maintain database of current, qualified, trained, and cleared practitioners
• Monitor operations using a web-based scheduling dashboard and analyze upcoming service demands, workforce levels, and new requests for service to optimize staffing levels and coverage on an ongoing basis.
• Write specific and appropriate documentation of technical issues and escalate as appropriate
• Develop and maintain familiarity with the company’s communication centers’ services, platforms, and interpreter requirements.
• Support other members and functions of the Operations department.
• Perform other duties and special projects as assigned.

Qualifications:

• At least two years of scheduling experience in customer service-oriented environment preferred.
• American Sign Language (ASL) proficiency and knowledge of Deaf culture preferred.
• Knowledge of practitioner (interpreters/CART captioners) needs, demands and roles preferred.
• Associates Degree required; Bachelor’s Degree preferred.
• Technical aptitude for supporting onsite and remote ASL and CART Captioning services
• Demonstrated fluency in spoken & written English
• Familiarity with Federal Communications Commission (FCC) Regulations, Registry of Interpreters for the Deaf (RID) and National Court Reporter Association standards.
• Knowledge of specialized software related to departmental operations including virtual scheduling software and programs, IM Service, database, and Internet, spreadsheet, presentation, and word processing programs.   
• Budgeting and financial knowledge and skills for tracking profitability and efficiency.
• Ability to communicate effectively and present information and respond to questions from employees, groups of clients, customers, managers, and the public.
• Basic mathematical skills including the ability to calculate figures and amounts such as discounts, interest, commissions, and percentages and the ability to create reports on financial transactions.
• Knowledge of departmental operations, and organizational policies, processes, and procedures.
• Time management skills to establish focused priorities and to effectively supervise and develop assigned projects, duties, and tasks to attain optimum efficiency and completion with attention to organization and detail.
• Human relations skills to build effective working relationships with staff, customers, and community groups and individuals.

Work Environment:

• Location:
  • • • Work will be performed in a call center environment in one of the following locations:
        • Akron, OH
        • Atlanta, GA
        • Austin, TX
        • Charlotte, NC
        • Columbus, OH
        • Dallas, TX
        • Detroit, MI
        • El Paso, TX
        • Kansas City, MO
        • Madison, WI
        • Richmond, VA
        • St. Paul, MN
        • Vancouver, WA
• Default Shift:
  • • • Purple is hiring for coverage for a full-time (40 hours) Scheduler position
      • The default shift for this position will be Monday through Friday, 8:00AM CST-4:30PM CST

Physical Requirements:    Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%) 
• Keyboarding (40-60%) 
• Viewing computer monitor, videophone, and cell phone (40-60%) 
• Lifting computers and other equipment
• Position may require some travel

Disclaimer:  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.  Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.

Purple Communications is an Equal Opportunity Employer. Principals Only.