Bilingual Call Center Team Supervisor - US Support

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Position responsibilities:

· The supervisors selected for US support at either site will be assigned US remote interpreters, El Paso remote interpreters, and potentially even Philippines remote interpreters.

· Provides the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents.

· Ensures ethical practices and TRI standards of practice are observed during interpreting encounters.

· Assures compliance to internal and external specifications and standards relating to TRI standards of practice.

· Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for interpreter customer service agents.

· Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions.

· Ensure that all interpreter customer service agents are meeting their key performance indicators.

· Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.

· Documents all coaching/development sessions in a timely manner including corrective actions and performance improvement plans.

· Interaction with cross-functional support groups in order to manage the day-to-day operations.

· Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required.

· Identifies and resolves operational problems using defined processes, expertise and judgment.

· Ability to identify errors, inconsistencies in information.

· Act professionally with regards to appearance, conduct, coworker interactions and promptness.

· Keep all assignment-related information strictly confidential.

· Participate in periodic self-evaluations, as well as quarterly Center evaluation programs; conduct periodic evaluations of interpreters assigned.

· Maintain familiarity with center systems and equipment updates so as to operate interpreting systems efficiently.

· Prepare reports to include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management.

· Understand basic HR laws/regulations and keep up-to-date with company policies.

· Perform other duties as assigned.
 

Required/preferred knowledge, skills and abilities:

· Required – High School Diploma or General Equivalency Diploma

· Required – Excellent communication skills

· Required – Excellent supervisory abilities

· Required – Strong interpersonal and communication skills

· Desired – The ability to speak two languages at a professional level

· Desired – Call center and/or supervisory experience

· Desired – Bachelor of Arts

· Desired – Experience and training as an interpreter

· Desired – The ability to multitask on a daily basis

· Desired – Basic understanding of Word, Excel, and/or MS office suite.