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Trilingual Call Center Team Supervisor
hace 1 hora
TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.
Position responsibilities:
· 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.
· 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.
Required/preferred knowledge, skills and abilities:
· 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.
