Interpreting Department Manager

As the manager of the Interpreting team, you will bring passion for language services helping to bridge the communication gap between all cultures and countries to navigating global change. You’ll succeed in a fast-paced and rapidly evolving environment, being analytical, and an expert at delivering quality services to customers. You will be a critical thinker, often realizing the big picture and helping to think of solutions. You will communicate effectively across your team and the organization. You’ll be part of a team that is building long-term partnerships with communities focused on providing same language experience for non-native speakers.

In this role, you will play a critical role in defining and driving projects with executive leaders. You’ll help fulfill customer needs, enable exceptional operations support for your team and assist in architecting and managing key programs that deliver value. 

Roles:

1. Oversee all functions and activities of Interpreting department.
2. Lead staff by providing training and direction and ensuring company culture and policies are adhered to.
3. Delegate project management duties to staff ensuring clients are managed well and staff are given the appropriate amount of work.
4. Maintain employee work schedules, time off and timecards including: assignments, job rotation, training, vacations and paid time off, telecommuting, coverage, timecard approvals and overtime scheduling.
5. Oversee talent acquisition for the department including collaborating with upper management to determine department hiring needs and priorities, utilizing job boards to screen talent, conduct interviews, ensure successful onboarding, develop training plans, coaching and training.
6. Oversee the complete recruitment and onboarding process for Independent contractors including, posting jobs, screening candidates, vetting, interviewing, onboarding and negotiating rates.
7. Responsible for performance management of employees, including performance evaluations, feedback, maintaining one-on-one meetings with employees, and identifying and addressing any performance issues
8. Provide training to staff on relevant issues for interpreter community involvement.
9. Work with direct reports to create and complete goals for both professional and department development.
10. Analyze data including but not limited to, number of appointments, fill rate, type and length of appointments, top clients, and margins.

Quality:

1. Maintain department processes to ensure delivery of quality service.
2. Ensure LTC’s methodology and approach is adhered to and all staff members and contractors are knowledgeable about LTC methodologies.
3. Meet with clients and interpreters regularly to maintain relationships, ensure quality, and continually improving LTC’s services.
4. Create, develop and implement quality measures to ensure interpreters are qualified and trained.

Customer Service:

1. Serve as main point of contact for key accounts.
2. Assist staff in client correspondence when issues arise.
3. Provide training to staff and others as needed.
4. Be available as needed for communicating with clients and handling Interpreting needs. Some after-hours business availability will be required.
5. Act as a resource to clients for information, services, etc. to ensure a quality interpreting service provided to them by LTC Language Solutions.

Finances:

1. Assist in pricing bids or contracts as needed by sales team.
2. Assist in developing and manage department budget.
3. Track metrics and KPI’s to evaluate revenue and margins for National and Foreign Language Interpreting.
4. Manage interpreting department payroll budget.
5. Make recommendations for raises and other financial incentives for staff.

Strategic Development:

1. Participate in strategic meetings, bringing topics and questions for discussion.
2. Create department milestones and metrics. Ensure milestones are completed and reported in a timely manner.
3. Provide new ideas as it relates to interpreting to improve LTC’s services and/or efficiency in providing these services.

Skills we love: 

• Strategic thinking

• Creative approaches to problem solving

• Training and developing instructors

• Stays up-to-date with latest trends and best practices

• Believes in collaboration and working with teams 

• Self-starting and being detail-oriented

Desired Experience:

• Bachelors degree

• At least 2 years experience managing, or 3 years experience in interpreter position, language education or related field

• Excellent written and verbal communication skills 

• Previous project/program management experience

• Experience training and developing others

LTC Offers: 

• Very generous company matched 401k program 

• Competitive paid time off program

• Maternity/paternity benefits

• Company provided long-term disability and life insurance 

• Professional development opportunities on- and off-site 

• Comprehensive insurance including medical, dental and vision