TransPerfect

Bilingual Call Center Supervisor

ID
2017-9246
Category
Operations
US-AZ-Tempe

Responsibilities

The Bilingual Call Center Supervisor is responsible for overseeing the day-to-day activities of their team and ensuring they are performing job tasks, including spoken language interpretation services, in accordance with TransPerfect Connect standards of practice. Bilingual Call Center Supervisors are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions. They are also responsible for providing training on systems and processes during initial hire and follow-up training in the areas of, but not limited to, system operation, communication, customer service, interpreter technique, and discipline training.

  • Provide the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents
  • Ensure team abides by ethical practices and TransPerfect standards, which are observed during interpreting encounters
  • Assure compliance to internal and external policies and procedures
  • Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the team
  • Responsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions
  • Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
  • Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
  • Document 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, and make swift corrections
  • Act professionally with regards to appearance, conduct, and coworker interactions 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 to operate interpreting systems efficiently
  • Prepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management
  • Understand basic employment laws/regulations, HR procedures, and keep up-to-date with company policies
  • Perform other duties as assigned


Qualifications

  • Bachelor’s degree preferred or a minimum of 2 years’ interpretation operations experience; or equivalent combination of education and experience
  • Minimum of 2 years’ interpretation experience required; in Over the Phone Interpretation environment preferred.
  • Previous supervisory experience preferred
  • Excellent communication (written and verbal) skills in English and a foreign language
  • Exceptional customer service, telephone manner, and multitasking skills are a must
  • Strong organizational skills, sense of urgency, and attention to detail are essential
  • Experience in a call center environment preferred
  • Leadership skills and ability to motivate and develop staff
  • Ability to set, meet, and exceed targets
  • Proficient in MS Office products: Word, Power Point, Excel

Overview

TransPerfect Connect is the world's leading provider of device-independent remote interpreting services, including video interpretation and over the phone interpretation (OPI). Transperfect Connect is a division of TransPerfect, the world's largest privately held provider of language services and technology-enabled translation solutions to support global business. Founded in 1992, TransPerfect has over 3,500 employees and maintains offices in over 90 cities worldwide.

 

www.transperfectconnect.com 

 

 

About TransPerfect

 

For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.

 

With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.

 

TransPerfect is an equal opportunity employer.

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