Service Delivery Team Leader

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 Description

Position:                    F2F Service Delivery Team Leader

Department:              Face to Face Operations (Public Sector)

Reports to:                Head of Interpreting Operations

Location:                   Multi – Home working, occasional office visits in Manchester or London

Company 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 Service Delivery Team Leader position is based within the Face-to-Face Interpreting Team which provides interpreting services to public sector and private sector clients on a 24/7/365 basis. The Service Delivery Coordinators support the service by providing a ‘one stop shop’ for all customer and supplier queries: handling inbound calls and emails in respect of interpreter bookings, matching interpreter bookings with suitable linguist resources, keeping our customers and suppliers updated and informed and by handling any issues that arise during the assignment process. All services are provided using a panel of approved, experienced linguists and agencies, ensuring Interpreting appointments are effectively managed in-house.

The Service Delivery Team Leader role is primarily to manage a multi-skilled team of Service Delivery Coordinators, delivering the highest quality service to LLS’s interpreting customers and suppliers. The team handle the cost effective matching of customer interpreter bookings with suitable linguist resources. The role will involve performance management and the setting of performance objectives for your team as well as tackling any issues of underperformance. The role holder will also be responsible for improving the team’s productivity levels, systems and processes as well as working effectively with the management team.

Key Responsibilities:

• Working closely with other department Team Leaders and under the day-to-day direction of the Head of Interpreting Operations
• Handling inbound and outbound contacts from / to customers and suppliers in line with SLA agreements, by phone, e-mail or via the online portals
• Matching customer interpreter bookings with suitable linguist resources in line with P&L expectations
• Undertaking quality auditing, collating performance statistics, providing performance related feedback to own team members, dealing with basic escalated queries from the team
• Operating effective performance management processes with your team members including annual appraisals and monthly one to one sessions
• Dealing with day-to-day enquiries, general correspondence, and customer / supplier issues with your team of Service Delivery Coordinators
• Supplying appropriate training and development interventions to your team
• Assisting with staff recruitment including interviews and delivering induction training
• Recording statistics, service rates and the performance levels of the centre and preparing reports as needed
• Ownership of ISO processes for the team
• Deputising for Head of Interpreting Operations in times of absence

Taking on any other duties and roles as appropriate to the position

Person Specification:

Essential Experience, Knowledge, and Skills:

• Possesses a genuine desire to support, guide and assist customers and suppliers.
• Supervisory experience in a call centre environment or similar
• Good communication skills, verbal and written and ability to communicate effectively with professionals at all levels.
• Good IT skills including Microsoft Word, Outlook, and Excel
• Approachable, logical, flexible, and reliable individual
• Ability to assess, prioritise and organise personal workload  
• Self-motivated, enthusiastic and a high standard of personal performance – is a role model to the rest of the team 
• Able to think and plan, using own initiative.
• Willingness to learn new skills.

• Positive Team player
• Good administration 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)