Universal Language Service, Inc. · 4 months ago
Interpreter Services Scheduling Manager
Bellevue, WA
Full-time
Onsite
Entry, Mid Level
$65K/yr - $70K/yr
2+ years expUniversal Language Service, Inc. is a top provider of interpreting and translation solutions, offering remote and onsite options. They are seeking an Interpreter Services Scheduling Manager to oversee daily scheduling operations, improve efficiencies, and ensure quality language services for customers.
EducationInformation TechnologyInternetService IndustryTranslation Service
Responsibilities
Organizes, directs, manages, and monitors daily activities of scheduling team
Distributes workload to scheduling staff; monitors and reviews performance
Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed
Monitors, analyzes, and manages productivity of scheduling staff; generates reports based on analysis
Maintains and improves scheduling team performance by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs
Develops standard operating procedures for orders fulfillment ensuring daily fill rates are being met
Reviews daily BI reports by collecting, analyzing, and summarizing data, trends, and dashboards
Produces daily reports for upper management to update on daily, weekly, and monthly tasks accomplished and planned
Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement
Develops knowledge of using Genesys PureConnect platform contact center and communications solutions
Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc
Works closely with Language Operations Manager to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices
Works closely with Language Operations Manager to design, develop, and implement processes that increase yield and/or improve quality of OPI (Over-The-Phone), VRI (Video Remote) In-Person Interpretation and Document translation/localization services; meet or exceed established production goals in a cost-effective manner
Works closely with Language Operations Manager and subject matter experts to plan, develop, organize, write, edit, and maintain operational procedures, manuals, process documentations, knowledge base, employees’ tests, and quizzes; produce tutorials to help end-users use a variety of portals and applications; develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation
Performs workflow analysis and develops methods for the scheduling team
Identifies trends and assess opportunities to improve processes and execution
Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
Collaborates with translations and onboarding team to ensure interpreters/translators are excepting jobs through the job portal
Provides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership
Ensures that company operations comply with federal, state, local, and/or company policies and regulations
Serves as backup for Help Desk in troubleshooting basic phone equipment settings
Responds to calls from after-hours staff to address concerns requiring urgent attention
Demonstrate exemplary discipline and work ethic for fellow employees and subordinates
Perform duties of sub-divisions as needed, acting as a flex team member between Scheduling and Interpreters/Translators Orders Fulfillment, Data-Entry, Orders Confirmations and Updates, On-Demand / Pre-Scheduled Language Services to provide additional support
Handles escalated incidents with interpreters and/or customers regarding employee performance
Participates in meetings as a subject matter expert, as needed
Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies
Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page
Stays up to date on industry regulations, trends, and technology
Partners closely with Interpreter Accounts / Talent Acquisition Team to ensure flow of interpreters and target languages are being onboarded to fill needed job requests
Other duties assigned by management
Qualification
Required
Bachelor's degree (B. A.) preferred or equivalent, two to three years related experience, or equivalent combination of education and experience
Basic competence in duties and tasks of supervised employees
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow
Excellent customer service and interpersonal skills
Demonstrated ability to supervise and motivate subordinates
Good judgement with the ability to make timely and sound decisions
Creative, flexible, and innovative team player
Commitment to excellence and high standards
Excellent written and verbal communication skills
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Accepts Ownership mentality: 'Leaders are owners'
Proficient on Microsoft 365 Office
Benefits
Full comprehensive benefits (medical, dental, vision, supplement plans, paid life, HSA, FSA and 401k) package the first month following 60 days of employment.
Paid time off, holiday pay and sick pay.
Commuter/parking reimbursement program for employees working in Bellevue offices.
Company
Universal Language Service, Inc.
Universal Language Service is the premier Interpreter and Translator referral service agency offering experienced certified professionals for Over-the-Phone, Video Remote, On-Site Interpretation, Document and Multimedia Translation in over 200 Languages including Sign, Tactile and Captioning.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Elena Vasiliev
Chief Executive Officer
Company data provided by crunchbase