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.