Planned Services Scheduler

About Convo Communications

Established in 2009, Convo Communications is a Deaf-owned enterprise focused on enhancing communication accessibility through advanced language access solutions and technology. We strive daily to bridge communication between Deaf and hearing communities by providing exceptional service experiences for our clients and communities.

Our success stems from passionate individuals dedicated to teamwork, innovation, accountability, and service excellence. Whether supporting customers, developing technology, or managing internal operations, your contributions help fulfill a mission that creates significant positive impact.

Why Join Convo?

• Contribute to improving communication accessibility, fostering meaningful interactions every day.
• Work within an inclusive environment that embraces diverse viewpoints and promotes respect, collaboration, and belonging.
• Advance your career through continuous learning, professional growth, and skill enhancement opportunities.
• Engage with purposeful work where each role supports accessible communication solutions that enhance lives.
• Become part of a team that values integrity, teamwork, innovation, and commitment to outstanding service.

Role Overview

The Planned Services Scheduler is accountable for organizing, scheduling, and supporting interpreter coverage for various planned interpreting engagements. Reporting to the Planned Services Manager, this role guarantees customer commitments through precise scheduling, proactive coordination, and effective communication with interpreters, clients, and internal departments.

This position is vital to sustaining service quality, reducing coverage risks, and ensuring operational readiness for planned engagements while collaborating closely with Workforce Management, Finance, Sales, and Operations teams.

Responsibilities

• Report to the Planned Services Manager for oversight and guidance.
• Maintain availability during standard business hours (Monday to Friday) with flexibility for planned service support.
• Handle additional duties congruent with key responsibilities.
• Monitor and schedule interpreter requests, including onsite interpreting, 24/7 on-call, CART, conference interpreting, translation projects, and virtual remote interpreting.
• Assign interpreters accurately, efficiently, and cost-effectively based on service needs, qualifications, and contractual terms.
• Proactively resolve scheduling conflicts to ensure uninterrupted service quality.
• Keep scheduling documentation, calendars, workflows, and job details current and precise.
• Ensure timely provision of preparation materials, updates, and job resources to interpreters.
• Develop and implement backup plans to reduce coverage risks and minimize disruption, including managing last-minute changes and availability challenges.
• Assess staffing impacts on service delivery and escalate potential risks appropriately.
• Maintain thorough documentation across relevant systems, calendars, and databases.
• Prepare clear and concise reports and summaries for leadership and stakeholders.
• Assist with audit readiness and data verification related to billing and payroll processes.
• Deliver responsive and professional communications to customers, interpreters, and internal colleagues.
• Address inquiries, requests, and schedule changes promptly.
• Manage service escalations to ensure swift resolution and minimal disruption.
• Foster positive relationships with customers, interpreters, and internal teams.
• Collaborate cross-functionally with other departments to align staffing, billing, payroll, and service quality.
• Ensure assignments comply with contracts, customer expectations, interpreter qualifications, and professional standards.
• Adhere strictly to confidentiality protocols and professional conduct codes.
• Identify and propose process improvements to increase efficiency, accuracy, and service quality.

Qualifications

• At least three years of experience in interpreter scheduling, service coordination, or a similar operational capacity.
• High proficiency with technology including Google Workspace, office software, and video conferencing tools like Zoom.
• Strong communication skills, both written and verbal, with excellent interpersonal abilities.
• Detail-oriented with capacity to manage several priorities at once.
• Creative problem solver who remains effective in fast-paced environments.
• Skilled at preparing, maintaining, and managing confidential documents and reports.
• Preferred proficiency in American Sign Language (ASL).
• Reliable high-speed internet connection suitable for full-time remote employment.
• Flexibility to handle occasional after-hours issues as required.

Compensation

The hourly pay for this position ranges from $28.85 to $33.65 USD.