- THIS IS A HYBRID POSITION, YOU MUST LIVE IN TO HAMPTON ROADS TO APPLY.***
The Language Group is a localization services company. We are an award-winning firm, founded in 1999, and located in Virginia Beach. Our people are friendly, hardworking, and self-motivated. It is a uniquely rewarding experience to be part of a rapidly growing multicultural company.
Hours: M-F, Full Time Position available. Hybrid Position-Office Days/Home Days.
This position is challenging and rewarding; offering a chance to learn new skills and advance within our company.
Position Summary
We are seeking a Staff Interpreter Supervisor to join our team. The Staff Interpreter Supervisor is responsible for the day-to-day operations of the Staff Interpreter Department. The Supervisor will oversee all Staff Interpreters and team Coordinator(s). The Supervisor will guide them in performing the various tasks necessary to fulfill client requests and contractual commitments.This position requires heavy phone work, customer interface, the ability to multitask, work under urgent deadlines, problem solve, and work independently in a fast-paced environment.
The ideal candidate will be mature, with solid work experience, strong communication and organization skills and supervisory experience.
Job Duties and Responsibilities:
- In coordination with the Director, establish and maintain staff interpreter procedures, policies, and objectives based on client expectations
- In coordination with the Director, establish and maintain the ASL interpreter mentorship program
- Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles
- Educate clients and staff interpreters on options for language services and proper usage protocol
- Establish and oversee daily activities of staff interpreters, not limited to, but including:
- Troubleshooting issues
- Lunch, time-off calendars, timecards
- Manage schedule adjustments for time off/call outs
- Enter requests into Atrium scheduling system
- Send out update schedules to team and client
- Training to enter patient data (and follow up trainings, if necessary)
- Q/A of data entry made by interpreters
- In cooperation with HR and the Director: interview, train and review the performance of all staff interpreters and staff interpreter coordinators
- Maintain professional, productive, and service oriented relationships between the staff interpreters and clients
- Monitor, enhance and report departmental performance metrics
- Create, maintain, and update Interpreting staff procedural manuals and training documents
- Analyze and enhance staff interpreting operational processes and performance, recommending solutions for improvement when necessary
- Build and maintain relationships with all department to assist in making decisions regarding operational activity, strategic goals, and onboarding processes for new clients
- Work closely with HR and Director to lead the staff interpreters with integrity; establish and maintain a trusting, inclusive, and productive environment
- Create and manage an orientation program for Alternate interpreters
- Work with our recruitment department to ensure alternate interpreters have updated contract rates when covering for staff interpreters
- In coordination with the Director, address issues (client or interpreter) in an efficient manner
- Schedule and attend monthly meetings with the client and interpreters (independently) to discuss and update any protocol/procedural issues
- Serve as a liaison between the staff interpreters and Director, HR, and client
- Track monthly profitability for all staff interpreter assignments, ensuring we are maximizing profits where possible while keeping the integrity of our program expectations
Operations Support:
- Answer incoming calls from clients who are requesting interpreters, changing and/or cancelling appointments
- Gather and verify appointment information and accurately input data into our unique scheduling software
- Coordinate jobs with interpreters, provide all information about assignments, and answer any questions specific to appointments
- Work closely with several other coordinators in the department as a team to complete scheduling tasks and deadlines
- Complete additional tasks requested by the Manager and Supervisor of operations
Professional Background and Personal Traits Requirements:
- Minimum of two years experience working in an operational role that involves scheduling
- Minimum of one year experience in a management or leadership role
- Bachelor’s degree in a related field or an equivalent combination of education and experience
- Strong verbal and written communication and negotiation skills
- Excellent leadership and mentorship skills
- Ability to manage competing demands while being adaptable and flexible in a quickly changing environment
- Skilled at problem-solving, analysis and decision-making
- Ability to organize and prioritize your own work and that of your team
- Proficient in current software packages (Microsoft Word, Excel, Outlook, and PowerPoint)
- Ability to quickly learn and adapt to innovative technologies
Great Benefits
Come and be a part of our amazing team!
Please include a cover letter with your resume.
No phone calls please.
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