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Planned Services Scheduler
Job Description:
- The Planned Services Scheduler is responsible for coordinating, scheduling, and supporting interpreter coverage for planned interpreting services across a wide range of service types.
- Reporting into the Planned Services Department, this role ensures that customer commitments are met through accurate scheduling, proactive coordination, and strong communication with interpreters, customers, and internal teams.
- This position plays a critical role in maintaining service quality, mitigating coverage risks, and supporting operational readiness for planned assignments, while partnering closely with Workforce Management, Finance, Sales, and Operations.
- Maintain availability during standard business hours, Monday through Friday, with flexibility to support planned services as needed.
- Monitor, respond to, and schedule interpreter service requests for planned services, including but not limited to onsite interpreting, 24/7 on-call services, CART, conference interpreting, translation projects, and planned VRI.
- Ensure accurate, efficient, and cost-effective assignment of interpreters based on service requirements, interpreter qualifications, and contractual obligations.
- Proactively troubleshoot scheduling conflicts and adjust assignments to maintain service continuity and quality.
- Maintain accurate and up-to-date scheduling documentation, calendars, workflows, and job details.
- Ensure interpreters receive timely access to prep materials, revisions, updates, and relevant job resources.
- Develop and execute contingency plans to mitigate coverage risks and minimize service disruption for planned assignments, including last-minute changes or interpreter availability challenges.
- Assess the impact of staffing changes on service delivery and escalate risks as appropriate.
- Prepare clear, visually digestible reports and summaries for leadership and key stakeholders.
- Support audit preparation and data verification related to billing and payroll in partnership with internal teams.
- Provide timely, professional, and customer-focused communication with external customers, interpreters, and internal partners.
- Build and maintain positive working relationships with customers, interpreters, and internal teams.
- Collaborate cross-functionally with Workforce Management, Finance, Sales, and Operations to ensure staffing alignment, billing and payroll readiness, and high-quality service delivery.
Requirements:
- Minimum of 3 years of experience in interpreter scheduling, service coordination, or a related operational role.
- Strong proficiency with technology, including Google Workspace, standard office tools, and video conferencing platforms such as Zoom.
- Excellent written, verbal, and interpersonal communication skills.
- Strong attention to detail with the ability to manage multiple priorities simultaneously.
- Creative problem-solving skills and the ability to remain calm and effective in a fast-paced environment.
- Ability to prepare, maintain, and process confidential correspondence, records, and reports.
- Fluency in American Sign Language (ASL) is preferred.
- Reliable high-speed internet connection suitable for full-time remote work.
- Availability to support occasional after-hours issues as needed.
Benefits:
- Make a difference. Help improve communication accessibility and create meaningful connections every day.
- Be part of an inclusive culture. We value diverse perspectives and foster a workplace built on respect, collaboration, and belonging.
- Grow your career. We encourage continuous learning, professional development, and opportunities to expand your skills.
- Work with purpose. Every role at Convo contributes to our mission of creating accessible communication solutions that improve lives.
- Join a team that cares. We celebrate teamwork, innovation, integrity, and a shared commitment to delivering exceptional service.
