Bilingual Team Supervisor, US Support
TransPerfect
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- The supervisors selected for US support at either site will be assigned US remote interpreters, El Paso remote interpreters, and potentially even Philippines remote interpreters.
- Provides the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents.
- Ensures ethical practices and TRI standards of practice are observed during interpreting encounters.
- Assures compliance to internal and external specifications and standards relating to TRI standards of practice.
- Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for interpreter customer service agents.
- Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Ensure that all interpreter customer service agents are meeting their key performance indicators.
- Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.
- Documents 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.
- Act professionally with regards to appearance, conduct, coworker interactions and promptness.
- 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 so as to operate interpreting systems efficiently.
- Prepare reports to include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management.
- Understand basic HR laws/regulations and keep up-to-date with company policies.
- Perform other duties as assigned.
Requirements
- Required – High School Diploma or General Equivalency Diploma
- Required – Excellent communication skills
- Required – Excellent supervisory abilities
- Required – Strong interpersonal and communication skills
- Desired – The ability to speak two languages at a professional level
- Desired – Call center and/or supervisory experience
- Desired – Bachelor of Arts
- Desired – Experience and training as an interpreter
- Desired – The ability to multitask on a daily basis
- Desired – Basic understanding of Word, Excel, and/or MS office suite.
Benefits
- Competitive salary
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
supervisory experienceinterpreter trainingmultitaskingcustomer serviceperformance improvementquality assuranceforecastingadministrative dutiestime card administrationpayroll
Soft skills
communication skillsinterpersonal skillssupervisory abilitiesprofessional conductconfidentialityproblem-solvingteam collaborationcoachingdevelopmentevaluation
Certifications
High School DiplomaGeneral Equivalency DiplomaBachelor of Arts