Interpreter Liaison Coordinator

The Interpreter Liaison is the heartbeat of iTi’s daily field operations. This role is responsible for supporting our interpreters in real-time, ensuring smooth assignment logistics, and driving high fill-rate performance. Reporting to the Supervisor of Interpreter Services, the Liaison acts as a dedicated advocate and support system for our language professionals.

This individual is responsible for delivering the iTi experience to internal and external customers. The core mission of this role is to maintain “Happy Interpreters” through world-class logistical support and rapid problem-solving. By ensuring our interpreters feel valued, supported, and informed, the Interpreter Liaison directly increases the interpreter’s willingness to accept assignments, which in turn ensures a world-class experience for our clients.

 This role requires exceptional responsiveness and clear communication across all stakeholders, including customers and internal team members. A high sense of urgency, with immediate and proactive responsiveness to all inbound emails, calls, and surges in service demand, is a core expectation, always ensuring seamless operations and exceptional service delivery.

The expectation of this role is to have a strong “can-do” attitude, professionalism, and a commitment to contributing to a collaborative, high-performance environment.

Success in this role requires flexibility, accountability, and a proactive solution-oriented mindset. This role requires flexibility in scheduling, including the ability to accommodate shift changes, extended hours, or schedule adjustments based on business needs and operational demand. Responsibilities can extend beyond core duties to include ad hoc projects, cross-functional support, and participation in new initiatives as business needs arise. Team members are expected to contribute to overall business performance, including supporting profitability-focused initiatives.

We operate as one team. While each role has defined responsibilities, team members are expected to step in, support other departments, and take on additional responsibilities when needed and as directed by leadership. This may involve learning new processes or skills to meet evolving business demands and drive collective success.

This role requires a positive, solutions-oriented mindset. A strong “can-do” attitude, professionalism, and a commitment to contributing to a collaborative, high-performance environment are essential.

 

The Interpreter Liaison is responsible for ensuring professional ethics are never compromised and must comply with all company and regulatory policies and procedures. This individual is expected to consistently act with the highest degree of honesty and integrity while modeling iTi’s mission, vision, and core values.

 

Key Duties and Accountabilities

60% – Fill Rate Optimization & Execution

• Speed of Fill: Ensure same-day and next-day assignment coverage with a strong focus on speed, accuracy, and operational efficiency.
• Queue Management: Actively monitor and work within TalkDesk and iTi Live queues (Supplier Request / Supplier SDND) to identify and close coverage gaps immediately.
• Tactical Negotiation: Minimize and negotiate “one-off” rates for urgent or hard-to-fill assignments within the financial parameters set by the Supervisor of Interpreter Services, balancing speed of fill with cost efficiency.
• Crisis Escalation: Proactively Identify assignments at risk of failure and escalate to the Supervisor for tier-override approvals or specialized recruitment intervention to ensure successful coverage.

20% – Real-Time Support & Retention (The “Happy Interpreter” Initiative)

• Dedicated Support: Respond to inbound interpreter calls through the dedicated queue with a high level of urgency, providing immediate, empathetic, and solution-oriented support for assignment questions, logistics, and directions.
• On-Site Support: Provide real-time logistical assistance for interpreters on assignment, serving as the primary point of contact for issues such as no-shows, early dismissals, or site-specific challenges, ensuring rapid resolution and continuity of service.
• Relationship Building: Build and maintain strong, professional relationships with the interpreter network to strengthen engagement, satisfaction, and retention, positioning iTi as their preferred partner for future assignments.
• System Enablement: Support interpreters in effectively using iTi Live, by assisting and guiding them through invoice submissions, voucher uploads, and other system-related processes to ensure accuracy and compliance.

10% – Administrative Integrity & Data

• Thorough Documentation: Maintain meticulous notes in the CRM and scheduling systems regarding interpreter feedback, site issues, or logistical changes.
• Financial Accuracy: Ensure all “one-off” negotiated rates are accurately documented for the accounting and billing teams.

10% – Cross-Functional Collaboration

• The Supply Loop: Collaborate daily with Talent Acquisition Specialists to identify geographic or language gaps that require new recruitment.
• Quality Handoff: Route performance-related feedback or ethics concerns to the Quality Associate for formal investigation and coaching.

Key Success Metrics (Outcomes)

• Fill Rate Performance (Primary KPI):  Consistently meet and exceed departmental fill rate targets (e.g., 98.5% or higher) across assigned queues, ensuring maximum coverage of interpreter requests and minimal unfilled assignments.
• Speed of Fill (Time-to-Fill):  Minimize total time from request intake to confirmed assignment, with a strong focus on same-day and next-day fulfillment to ensure rapid coverage of client needs.
• Queue Service Levels & Responsiveness: Maintain high responsiveness and service levels within interpreter support queues, ensuring minimal wait times, immediate acknowledgment of inbound requests, and continuous movement of assignments toward fulfillment.
• Interpreter Engagement & Re-Acceptance: Sustain strong interpreter engagement through positive experiences that drive high re-acceptance rates, repeat assignment participation, and overall willingness to prioritize iTi requests.
• Interpreter Satisfaction (NPS): Achieve and maintain a target Net Promoter Score (e.g., +70 or higher) from the interpreter pool, reflecting quality of support, communication speed, and overall logistical experience.

 

Qualifications & Skills

• Experience: 2+ years of experience in high-volume scheduling, vendor coordination, or a fast-paced, phone-intensive customer service or operations role, with a demonstrated ability to manage multiple priorities in real time.
• Communication:  Exceptional verbal and written communication skills, with the ability to remain calm, clear, and professional under pressure while managing high-volume interactions.
• Negotiation:  Demonstrated ability to negotiate quickly and effectively to secure interpreter coverage, balancing urgency, quality, and cost within established financial guidelines.
• Problem Solving: A “find a way” mindset—capable of solving logistical puzzles in real-time. Being proactive, solutions-oriented with the ability to think critically, navigate complex logistical challenges, and drive real-time resolution in a fast-paced environment.

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