Real-Time Support Operations Specialist - Remote

Overview

Join Jane, a remote-first company dedicated to simplifying the lives of healthcare practitioners and patients. As a Support Lifeguard, you'll ensure smooth customer support during peak operational hours by making real-time decisions that enhance team workflow and customer experience.

In Short

• Monitor channel queues to maintain service level agreements.
• Develop and maintain a skills database for optimizing team activities.
• Process schedule modification requests and coordinate with departments.
• Identify coverage gaps and collaborate on solutions.
• Facilitate communication during incidents and high-impact events.
• Develop contingency plans for unexpected volume spikes.
• Perform post-mortem analyses after service disruptions.
• Track volume trends and provide feedback for future planning.
• Verify driver skill configurations in Workforce Management Software.
• Create and maintain documentation of decision protocols.

Requirements

• Experience in operations management or workforce management.
• Familiarity with workforce management tools like Dialpad.
• Ability to work in a fast-paced environment.
• Strong multitasking and prioritization skills.
• Analytical and data-driven mindset.
• Resilience under pressure and adaptability to change.
• Proactive in identifying and solving potential issues.
• Excellent communication and collaboration skills.
• Detail-oriented with a focus on accuracy.

Benefits

• Remote work flexibility across Canada.
• Autonomy in integrating work into personal life.
• Supportive company culture with various interest channels.
• Opportunities for professional development and learning.
• Team bonding events and retreats throughout the year.