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 day-to-day 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 follow-up 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 well-trained interpreter customer service agentsEnsure team abides by ethical practices and TPC standards, which are observed during interpreting encountersAssure compliance to internal and external policies and procedures Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the teamResponsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance managementAssist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibrationDocument all coaching/development sessions in a timely manner including corrective actions and performance improvement plansInteraction with cross-functional support groups in order to manage the day-to-day operationsResponsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as requiredIdentifies and resolves operational problems using defined processes, expertise and judgmentAbility to identify errors, inconsistencies in information, and make swift correctionsAct professionally with regards to appearance, conduct, and coworker interactions Keep all assignment-related information strictly confidentialParticipate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assignedMaintain familiarity with center systems and equipment updates to operate interpreting systems efficientlyPrepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper managementUnderstand basic employment laws/regulations, HR procedures, and keep up-to-date with company policies

Perform other duties as assigned

Qualifications

Bachelor’s degree preferred or a minimum of 2 years’ interpretation operations experience; or equivalent combination of education and experienceMinimum of 2 years’ interpretation experience required; in Over the Phone Interpretation environment preferred.Previous supervisory experience preferredExcellent communication (written and verbal) skills in English and Spanish language Exceptional customer service, telephone manner, and multitasking skills are a mustStrong organizational skills, sense of urgency, and attention to detail are essentialExperience in a call center environment preferredLeadership skills and ability to motivate and develop staffAbility to set, meet, and exceed targetsProficient in MS Office products: Word, Power Point, Excel

Who We Are

 

TransPerfect Connect is the world's leading provider of remote interpreting solutions, including over-the-phone 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 industry-specialized interpreters screened for subject expertise. TPC is a division of TransPerfect, the world’s 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.