Bilingual Call Center Team Supervisor

Role Overview

• 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.