Descripción del puesto

The Interpreting Department Manager is responsible for overseeing the daily operations of the interpreting department, ensuring high-quality service delivery, team performance, and compliance with client requirements and contractual obligations.

Working Hours: 9:00 AM – 5:00 PM PST

Responsibilities:

Team Performance Management

• Lead and manage the interpreting team to ensure alignment with organizational priorities
• Conduct daily stand-ups, 1:1 meetings, and performance check-ins
• Establish, monitor, and report on key performance indicators (KPIs)
• Implement and enforce department policies and processes
• Set team and individual goals aligned with company objectives
• Use HR systems (e.g., Zenefits) to manage time-off requests and ensure compliance

Training & Workflow Management

• Design and implement structured onboarding and training programs
• Develop training materials and continuous improvement initiatives
• Define and optimize team roles and responsibilities
• Establish frameworks for documenting and tracking training activities
• Design and monitor efficient workflows to maximize productivity

Contractor Fulfillment Management

• Oversee contractor performance in collaboration with the Contractor Liaison
• Ensure proper use of Interpreter Intelligence for job notifications and assignments
• Enforce contractor compliance with client requirements and internal policies
• Support disciplinary actions and corrective measures when needed

Client Support

• Build and maintain strong relationships with existing clients
• Address and resolve client issues in a timely manner
• Support onboarding of new clients and communicate service value

Interpreting Order Fulfillment SaaS Management

• Manage the effective use of Interpreter Intelligence across the team
• Oversee order entry, job assignments, and billing accuracy
• Ensure compliance with MSAs/SOWs through audits
• Monitor reporting, analytics, and system configurations
• Manage SaaS-related support tickets and system administration

Phone System/Call Center Management

• Oversee call center operations and softphone systems
• Monitor call quality and agent performance
• Track and optimize KPIs such as wait times, handling time, and agent availability

Strategic Leadership

• Participate in leadership meetings and strategic planning
• Provide KPI reporting and operational insights
• Contribute to problem-solving and continuous improvement initiatives

Scheduling Backup Support

• Provide backup support for scheduling operations as needed
• Handle incoming/outgoing calls and fill open assignments
• Manage rescheduling, issue resolution, and communication with interpreters

Requisitos

Qualifications & Skills:

• Proven experience in operations management, preferably in interpreting or language services
• Strong leadership and team management skills
• Excellent communication and stakeholder management abilities
• Experience working with KPIs, reporting, and performance management
• Familiarity with SaaS platforms (e.g., Interpreter Intelligence)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong problem-solving and decision-making skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and time management skills

Preferred Qualifications

• Experience managing call center operations
• Experience working with contractors or freelance workforce models
• Background in language services, interpreting, or localization industry