Join our Team!
Universal Language Service is seeking a full time Interpreter Services Scheduling Manager to assist with the day to day interpreter services scheduling operations for in-person scheduling and video remote and over the phone appointments. Ideal candidate must have previous experience with heavy volume scheduling and customer service experience with 2-3 years of experience. This position is ideal for someone with healthcare scheduling experience or interpreter language services experience. Candidates who have previous or current interpreting experience, would also be a great fit for this role. This is opportunity will be located in our Bellevue offices working M-F 9AM -6PM, with on-call availability to support 24/7 operations.
Who are we: UniversalLanguage Service is a top provider of interpreting and translation solutions, offering remote and onsite options such as Video Remote Interpreting (VRI), Audio (OPI), and Onsite Interpreting. Our team of interpreters are specially certified and qualified to ensure the highest level of professionalism, making us the premier choice for your language interpretation and translation needs.
What we offer you : Full comprehensive benefits (medical, dental, vision, supplement plans, paid life, HSA, FSA and 401k) package the first month following 60 days of employment. Paid time off, holiday pay and sick pay. Along with a commuter/parking reimbursement program for employees working in Bellevue offices.
SUMMARY: Ensuring that the scheduling department is consistently providing quality and reliable language services to all customers at all times constantly looking at ways to improve efficiencies and productivity by tracking accuracy, interpreters/translators' orders fulfillment success, customers satisfaction, scheduling team staffing schedule and other metrics.
DUTIES AND RESPONSIBILITIES:
- Organizes, directs, manages, and monitors daily activities of scheduling team.
- Distributes workload to scheduling staff; monitors and reviews performance.
- Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed.
- Monitors, analyzes, and manages productivity of scheduling staff; generates reports based on analysis.
- Maintains and improves scheduling team performance by monitoring employee performance and KPIs; identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.
- Develops standard operating procedures for orders fulfillment ensuring daily fill rates are being met.
- Reviews daily BI reports by collecting, analyzing, and summarizing data, trends, and dashboards.
- Produces daily reports for upper management to update on daily, weekly, and monthly tasks accomplished and planned.
- Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
- Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.
- Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
- Works closely with Language Operations Manager to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices.
- Works closely with Language Operations Manager to design, develop, and implement processes that increase yield and/or improve quality of OPI (Over-The-Phone), VRI (Video Remote) In-Person Interpretation and Document translation/localization services; meet or exceed established production goals in a cost-effective manner.
- Works closely with Language Operations Manager and subject matter experts to plan, develop, organize, write, edit, and maintain operational procedures, manuals, process documentations, knowledge base, employees' tests, and quizzes; produce tutorials to help end-users use a variety of portals and applications; develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation.
- Performs workflow analysis and develops methods for the scheduling team.
- Identifies trends and assess opportunities to improve processes and execution.
- Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
- Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values.
- Collaborates with translations and onboarding team to ensure interpreters/translators are excepting jobs through the job portal.
- Provides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.
- Ensures that company operations comply with federal, state, local, and/or company policies and regulations.
- Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
- Responds to calls from after-hours staff to address concerns requiring urgent attention
- Demonstrate exemplary discipline and work ethic for fellow employees and subordinates
- Perform duties of sub-divisions as needed, acting as a flex team member between Scheduling and Interpreters/Translators Orders Fulfillment, Data-Entry, Orders Confirmations and Updates, On-Demand / Pre-Scheduled Language Services to provide additional support
- Handles escalated incidents with interpreters and/or customers regarding employee performance.
- Participates in meetings as a subject matter expert, as needed.
- Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
- Attends meetings with senior management and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
- Stays up to date on industry regulations, trends, and technology.
- Partners closely with Interpreter Accounts / Talent Acquisition Team to ensure flow of interpreters and target languages are being onboarded to fill needed job requests.
- Other duties assigned by management
QUALIFICATIONS:
• Bachelor's degree (B. A.) preferred or equivalent, two to three years related experience, or equivalent combination of education and experience.
• Basic competence in duties and tasks of supervised employees.
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service and interpersonal skills.
• Demonstrated ability to supervise and motivate subordinates.
• Good judgement with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Versatility, flexibility, and a willingness to work within constantly changing
priorities with enthusiasm.
• Accepts Ownership mentality: "Leaders are owners"
• Proficient on Microsoft 365 Office
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate.
We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable.
Pay Range: $65,000 - $70,000 per year
