TransPerfect

Bilingual Call Center Supervisor

TransPerfect

full-time

Posted on:

Location Type: Hybrid

Location: Santo Domingo • 🇩🇴 Dominican Republic

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Job Level

JuniorMid-Level

Tech Stack

Swift

About the role

  • 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 TPC 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

Requirements

  • 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
  • Proficient in MS Office products: Word, PowerPoint, Excel
Benefits
  • Excellent communication (written and verbal) skills in English and Spanish language
  • Exceptional customer service, telephone manner, and multitasking skills are a must
  • Strong organizational skills, sense of urgency, and attention to detail are essential

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
interpretation operationsperformance managementcoachingquality assuranceforecastingadministrative dutieserror identificationconfidentialityreport preparationemployment laws
Soft skills
customer servicesupervisioncommunicationproblem-solvingprofessionalismteam developmentinterpersonal skillsorganizational skillsjudgmentself-evaluation