Intermediate Coordinator, Translation Services

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Position purpose
As part of the Office of Communications and Public Affairs team co-ordinates all activities needed to provide language services including following up on requests for translation editing and proofreading and assigning work according to priorities and available internal and external resources. Ensures that activities run smoothly and efficiently following applicable processes and policies while providing an exceptional client experience. Ensures section operations continue to run smoothly whenever the manager is absent or unavailable.

In this role your responsibilities will include:

• Operation co-ordination: Handles and follows up on a high volume of often urgent requests for language services. Independently determines the workflow steps required to handle often complex requests ensuring that the process is as efficient and cost effective as possible. Assesses the extent of work and assigns tasks based on changing priorities and availability of internal and external resources. Proposes creative suggestions to allow Language Services to meet often tight deadlines. Analyzes and pre-translates documents using specialized software. Monitors expenses related to external services. Ensures compliance with various service agreements with faculties and vice-presidents offices.

• Client service: Acts as a contact person for clients internal and external partners the Language Services team and various parties at all levels university-wide. Determines if service requests are eligible under the applicable policies and justifies service refusal when necessary. Contacts clients to explain processes recommend appropriate workflows according to needs negotiates deadlines and obtains explanations. Recommends solutions for faster processing or cost reduction as necessary.

• Communications: Serves as a liaison between the Language Services manager team members clients experts and partners to ensure efficient information sharing while maintaining confidentiality. Ensures that information about Language Services is accurate clear accessible and current.

• Technical support: Offers technical support to users of Language Services specialized computer systems and tools including those assisting with translation. Troubleshoots for unexpected issues and implements creative solutions to ensure activities continue.

• Report production: Performs analyses and research as well as compiling data statistics and other information to produce reports that support discussion decision-making special projects and various partners activities.

• Finances: Monitors expenditures related to contractual services and prepares estimates for services requested. Reconciles external providers invoices and co-ordinates fee collection under service agreements.

What you will bring:

• Post-secondary studies in translation or language along with two years relevant experience or an equivalent combination of education and experience

• Bilingualism English/French (spoken and written)

• Customer service experience

• Good computer skills including in solving problems

• Advanced knowledge of Microsoft 365 products

• Knowledge of translation management and translation memory software (an asset)

• Ability to manage many requests and tight deadlines simultaneously

• Analytical skills to understand statistical financial web and other reports to spot problems inconsistencies trends etc.

• Excellent interpersonal and communication skills

• Strong organizational skills with attention to detail

• Good research skills

• Work experience in a translation service university or other complex organization (an asset)

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