Trilingual Call Center Team Supervisor – French, Creole, Spanish, English
TransPerfect
full-time
Posted on:
Location Type: Hybrid
Location: Santo Domingo • Dominican Republic
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About the role
- 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.
Requirements
- High School Diploma or General Equivalency Diploma
- The ability to speak two languages at a professional level
- Call center and/or supervisory experience
- Bachelor of Arts
- Experience and training as an interpreter
- The ability to multitask on a daily basis
- Basic understanding of Word, Excel, and/or MS office suite
Benefits
- Excellent communication skills
- Excellent supervisory abilities
- Strong interpersonal and communication skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
interpretingcustomer serviceperformance improvementquality assuranceforecastingtraining program assessmentadministrative dutiesmultitaskingbilingual communication
Soft skills
supervisioncommunicationproblem-solvingprofessionalismconfidentialityteam collaborationcoachingevaluationjudgment
Certifications
High School DiplomaGeneral Equivalency DiplomaBachelor of Arts