Interpreter Manager Team Leader

Job title:

Interpreter Manager Team Leader

Company

LanguageLine Solutions

Job description

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.Job DescriptionPosition: Interpreter Manager Team LeaderDepartment: Language Resources (Public Sector)Reports to: Head of Interpreter ResourcesLocation: Head Office, 5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, London, EC3R 8ADCompany overview:LanguageLine Solutions is a global leader in language services, with over 42 years of experience delivering high-quality interpreting and translation services. With global headquarters in California and European headquarters in London, LanguageLine Solutions sets the industry standard for interpreting and translation services worldwide.Main Job Purpose:The Interpreter Manager Team Leader is responsible for the overall management of the Interpreter Management Team within the Language Resources Department. This role involves overseeing the day-to-day management of the Face-to-Face interpreters, ensuring they meet the company’s high standards. The role also includes delivering induction training to interpreters, managing the responses to interpreter queries via call and email, interpreter quality and behaviour via the Quality Assurance and Behaviour Management process, investigating and responding to interpreter related complaints and the ongoing compliance for LanguageLine Solutions’ interpreter base in line with contractual requirements for Face-to-Face interpreting services.Key Responsibilities:

• Provide effective day-to-day leadership and management for the Interpreter Management Team, ensuring optimal workload distribution, performance tracking, and absence management.
• Train, mentor, and establish high standards for new team members, setting a strong example of leadership.
• Manage and ensure compliance for all Face-to-Face interpreters, verifying that Disclosure and Barring Service (DBS) checks and NPPV3 security clearances are current. Handle new applications and renewals in accordance with DBS and security policies.
• Supervise the resolution of interpreter-related complaints, ensuring written resolutions are completed within the designated SLA to uphold quality standards and client satisfaction, taking any follow up action in line with the Quality Assurance and Behaviour Management Policy.
• Ensure the team effectively manages ongoing administrative responsibilities such as processing interpreter references, meeting team performance targets, managing email inboxes, and addressing escalated issues promptly.
• Foster strong relationships between the team and the interpreter base through clear communication and successful handling of escalated matters.
• Lead the continuous improvement and refinement of onboarding and compliance processes, ensuring that all relevant documentation adheres to ISO regulations.
• Ensure the team handles personal data responsibly and in compliance with GDPR regulations, reporting any data security incidents immediately, and following the Information Security Policy outlined in the Staff Handbook.

Person Specification:Essential Experience, Knowledge, and Skills:

• Strong written and verbal communication skills with a proven track record of meeting or exceeding performance expectations.
• Experience in managing a high-pressure, fast-paced environment, with the ability to adapt to constant change.
• Process-driven with excellent attention to detail.
• Confident public speaker with effective presentation skills.

Additional Requirements:
This role requires a basic DBS Disclosure and compliance with GDPR and Information Security policies.Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

Expected salary

Location

London

Job date

Wed, 27 Nov 2024 01:57:44 GMT

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