Interpreter Services Scheduling Manager

Duties and Responsibilities

• Organizes, directs, manages, and monitors daily activities of scheduling team.
• Distributes workload to scheduling staff; monitors and reviews performance.
• Maintains and improves scheduling team performance by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.
• Develops standard operating procedures for orders fulfillment ensuring daily fill rates are being met.
• Reviews daily BI reports by collecting, analyzing, and summarizing data, trends, and dashboards.
• Produces daily reports for upper management to update on daily, weekly, and monthly tasks accomplished and planned.
• Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
• Utilizes Genesys PureConnect platform contact center and communications solutions.
• Utilizes Salesforce platform to produce reports, set up dashboards, etc.
• Works closely with Language Operations Manager to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices.
• Works closely with Language Operations Manager to design, develop, and implement processes that increase yield and/or improve quality of OPI (Over-The-Phone), VRI (Video Remote) In-Person Interpretation and Document translation/localization services; meet or exceed established production goals in a cost-effective manner.
• Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.
• Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
• Works closely with Language Operations Manager and subject matter experts to plan, develop, organize, write, edit, and maintain operational procedures, manuals, process documentations, knowledge base, employees’ tests, and quizzes; produce tutorials to help end-users use a variety of portals and applications; develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation.
• Performs workflow analysis and develops methods for the scheduling team.
• Identifies trends and assess opportunities to improve processes and execution.
• Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
• Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values.
• Collaborates with translations and onboarding team to ensure interpreters/translators are accepting jobs through the job portal.
• Provides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.
• Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
• Responds to calls from after-hours staff to address concerns requiring urgent attention.
• Demonstrate exemplary discipline and work ethic for fellow employees and subordinates.
• Handles escalated incidents with interpreters and/or customers regarding employee performance.
• Participates in meetings as a subject matter expert, as needed.
• Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
• Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
• Stays up to date on industry regulations, trends, and technology.
• Promotes and partners closely with Interpreter Accounts / Talent Acquisition Team to ensure flow of interpreters and target languages are being onboarded to fill needed job requests.
• Other duties assigned by management.

  Qualifications

  • Bachelor's degree (B. A.) preferred or equivalent, two to three years related experience, or equivalent combination of education and experience.
  • Basic competence in duties and tasks of supervised employees.
  • Strong organizational, problem-solving, and analytical skills.
  • Ability to manage priorities and workflow.
  • Excellent customer service and interpersonal skills.
  • Demonstrated ability to supervise and motivate subordinates.
  • Good judgement with the ability to make timely and sound decisions.
  • Creative, flexible, and innovative team player.
  • Commitment to excellence and high standards.
  • Excellent written and verbal communication skills.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Accepts Ownership mentality: “Leaders are owners”.
  • Proficient on Microsoft 365 Office.

    Physical Demands and Work Environment

    • Continually required to sit.
    • Continually required to utilize hand and finger dexterity.
    • Continually required to talk or hear.
    • While performing the duties of this job, the noise level in the work environment is usually moderate.

      Pay Range

      Pay Range: $65,000 - $70,000 per year

      Apply for this Position

      Apply for this Position

      Go back to the job list