Real-Time Support Operations Specialist

Summary

Join Jane, a remote-first company, as a Support Lifeguard and help simplify the lives of healthcare practitioners and patients. Monitor customer inquiries, make real-time decisions impacting team workflow and customer experience, and utilize team strengths to maintain exceptional support. Balance service metrics with genuine care, leveraging analytical and people skills to coordinate adjustments and solve logistical puzzles. Strategically position the team for consistent support experiences, respond to scheduling needs, and maintain a proactive approach to resource allocation. This role requires experience in operations management, workforce management, or a similar role focused on optimizing service delivery. Jane offers a minimum annual salary of $75,000 and a maximum of $105,000, with benefits information available via a provided link.

Requirements

• You have experience in operations management, workforce management, or a similar role focused on optimizing service delivery
• Prior experience with workforce management tools like Dialpad or other scheduling and queue management software
• Experience working in a fast-paced environment where quick, informed decisions are essential
• You have the ability to divide your attention between multiple tasks at once and identify priority tasks appropriately
• You have demonstrated an improver mindset (critical thinking) by identifying patterns and implementing process improvements
• You're analytical and data-driven, comfortable with tracking metrics and translating them into actionable insights
• Intentional: You understand the ripple effects of real-time decisions and can balance immediate needs with long-term goals
• Resilient: You maintain composure during high-pressure situations and can adapt quickly when circumstances change
• Self-starter: You're proactive in identifying potential issues before they become problems and take initiative to develop solutions
• Collaborative: You excel at communicating across teams and can effectively coordinate resources during critical situations
• Detail-oriented: You have a keen eye for spotting discrepancies in schedules or metrics that others might miss

Responsibilities

• Monitor channel queues to maintain service level agreements according to established priorities, ensuring customers receive timely support
• Develop and maintain a comprehensive skills database to optimize driver activities during high-volume periods
• Process schedule modification requests and coordinate with other departments for time-sensitive needs
• Identify coverage gaps and collaborate with scheduling & leadership teams to implement solutions
• Facilitate cross-departmental communication during incidents, releases, and other high-impact events
• Develop contingency plans for unexpected volume spikes or staffing shortages
• Perform post-mortem analyses after significant service disruptions to identify preventative measures
• Track volume trends and identify correlations with events to provide feedback to our Workforce Analyst for future planning
• Verify accuracy of driver skill configurations in our Workforce Management Software (Dialpad)
• Track adherence metrics and provide feedback to Team Captains to facilitate performance improvement
• Create and maintain documentation of real-time decision protocols

Benefits

Minimum annual salary of $75,000 and maximum annual salary of $ 105,000