Team Supervisor OPI

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.

The OPI Team Supervisor is responsible for overseeing the daytoday activities of their team and ensuring they are performing job tasks including spoken language interpretation services in accordance with TransPerfect Connect standards of practice. OPI Team Supervisors are responsible for the maintaining a high level of productivity ensuring high quality standards and maintaining schedule adherence through team meetings and individual coaching sessions. They are also responsible for providing training on systems and processes during initial hire and followup training in the areas of but not limited to system operation communication customer service interpreter technique and discipline training.

Position responsibilities:

• Provide the highest level of customer service by effectively supervising a cadre of welltrained interpreter customer service agents
• Ensure team abides by ethical practices and TPC standards which are observed during interpreting encounters
• Assure compliance to internal and external policies and procedures
• Develop recommend and implement measures to improve productivity performance quality and career path for the team
• Responsible for communicating policy updates and company information through team meetings team huddles and oneonone development sessions
• Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
• Assist in research and analysis work efforts by providing input for forecasting training program assessment and quality assurance program calibration
• Document all coaching/development sessions in a timely manner including corrective actions and performance improvement plans
• Interaction with crossfunctional support groups in order to manage the daytoday 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 and make swift corrections
• Act professionally with regards to appearance conduct and coworker interactions Keep all assignmentrelated information strictly confidential
• Participate in periodic selfevaluations as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assigned
• Maintain familiarity with center systems and equipment updates to operate interpreting systems efficiently
• Prepare reports that include status of interpreters assigned shift coverage and to convey interpreters needs and suggestions to upper management
• Understand basic employment laws/regulations HR procedures and keep uptodate with company policies

Perform other duties as assigned

Qualifications

• Bachelors degree preferred or a minimum of 2 years interpretation operations experience; or equivalent combination of education and experience
• Minimum of 2 years interpretation experience required; in Over the Phone Interpretation environment preferred.
• Previous supervisory experience preferred
• Excellent communication (written and verbal) skills in English and Spanish language
• Exceptional customer service telephone manner and multitasking skills are a must
• Strong organizational skills sense of urgency and attention to detail are essential
• Experience in a call center environment preferred
• Leadership skills and ability to motivate and develop staff
• Ability to set meet and exceed targets
• Proficient in MS Office products: Word Power Point Excel

Who We Are

TransPerfect Connectis the worlds leading provider of remote interpreting solutions including overthephone interpretation (OPI) video remote interpretation multilingual email and chat support business process outsourcing and global call center services. TransPerfect Connect offers services in over 170 languages and employs industryspecialized interpreters screened for subject expertise. TPC is a division of TransPerfect the worlds largest privately held provider of language services and globalization management technology solutions.

TransPerfect provides equal employment opportunity to all individuals regardless of their race color creed religion gender age sexual orientation national origin disability veteran status or any other characteristic protected by states federal or local law.