Manager, Interpreting Services

Primary Goal: The Manager of Coordinated Services oversees scheduled audio and video and onsite interpreting services, including both client and interpreter coordination, scheduling, and billing of services. The Manager will lead the team of schedulers. This job involves constant internal and external communication to make sure every appointment is filled cost-effectively, with the right resource. Compliance and documentation are also key functions.

Responsibilities: 

• Work directly with a wide range of clients from medical, legal, and government facilities to provide interpreters on-site and via scheduled calls for long-term, short-term, and urgent needs
• Ensure appropriate division of labor
• Build rapport with interpreters to ensure quality teams are built in key geographies 
• Help identify new interpreter talent as needed and refer them to the talent team to complete the on-boarding steps
• Surface language and geographic needs to the talent team to ensure we can fill client requests
• Maintain complete and accurate vendor files in Interpreter Intelligence
• Work across departments during client implementation to plan for new client/ location launches
• Ensure complete accuracy of all appointment scheduling and changes, client and interpreter invoicing, and documentation in Interpreter Intelligence and GLOBO HQ
• Take lead on managing client invoicing and contractor payments in Interpreter Intelligence
• Provide weekly and ad hoc reporting 
• Respond to quality tickets related to scheduled interpreting services
• Assist in maintaining ISO compliance for the interpreting team, providing client feedback, assisting in completing corrective action reports
• Responsible for tracking and reporting metrics that are vital for the department.
• Coordinate PTO with staff interpreters
• Provide feedback for staff interpreter annual reviews
• Coordinate the on-site utilization of staff interpreters
• Other duties as assigned

Required Minimum Education and Experience:

• Bachelor’s Degree from an accredited college or university
• Minimum of one year of experience with scheduled interpreting services
• Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior  knowledge of Excel
• Minimum of one year of experience in a scheduling tool 
• Minimum of two years business expereince
• Experience with Google Docs and Apple/Mac Operating System preferred

Additional Preferred Requirements:

• Ability to work independently in a decentralized environment, without the reliance on direct authority
• Highest level of personal and professional integrity and ethics
• Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
• Broad understanding of current and emerging technology practices
• High level of initiative, accountability, and follow-through
• Value strong teamwork and collaboration skills
• Demonstrated problem solving and decision-making skills
• Ability to manage multiple initiatives and projects and prioritize needs
• Strong sense of service and passion for the company and business
• Authorized to legally work for any employer in the United States
• Willingness to submit to any requested background checks
• Fluent in English