Team Manager Practitioner - Austin Call Center

Interpreting Team Manager/ Practitioner

* Team Manager Practitioners are 40-hour-per-week management employees regularly scheduled to work 20 hours each week as interpreters.

* Team Manager Practitioners will manage the interpreting operations of their assigned team during the 20 hours of non-interpreting time.

* The position is open to both internal and external candidates.

Team Manager - Practitioner Responsibilities:

* Provide American Sign Language interpreting on the VRS platform.

* Focus management objectives on interpreting operations.

* Plan, with the help of the Regional Manager, the strategic growth of the interpreting

* business lines (VRS, Community, and VRI).

* Oversee the daily operations of the interpreting operations, including call centers, at-home interpreting, community interpreting, CART, video interpreting, and community relations.

* Supervise approximately 35 interpreting staff.

* Manage the performance reviews of interpreters.

* Approve the scheduling of all interpreters in all operational areas.

* Coordinate with HR and Recruiting to select and hire interpreters.

* Approve time and attendance, including leave, and for all interpreters as needed.

* Maintain relations with local community leaders.

* Work closely with the schedulers and business development team members in maintaining client service and satisfaction.

* Provide direction to the interpreters for their care and well-being.

* Provide accurate reports on team performance, efficiencies, and quality.

* Maintain direct contact with the Regional Manager on all operations-specific issues.

* Assure the Interpreting Operations Team's mission of delighting our customers and serving our teams is realized by creating a work culture that is open, welcoming, and inclusive.

* Partner with members of the department's support management team to accomplish department-wide initiatives

* Perform other duties as assigned to bridge any support needed by partners, colleagues, and interpreters across the company.

Team Manager - Practitioner Required Skills/

Qualifications:

* Must possess fluent American Sign Language and spoken English language skills, accurate interpreting skills, and thorough knowledge of and adherence to the NAD-RID Code of Professional Conduct

* Must pass internal interpreting assessment

* Required 20 hours per week scheduled on the VRS platform between 6 a.m. and 6 p.m., local time, Monday through Friday. (Hours will be prescheduled based on staffing need/demand)

* Associate's degree in Business Management or comparable related experience;
Bachelor's Degree strongly preferred.

* At least three years of supervisory experience, preferably in an interpreting-related environment, coaching and mentoring others.

* Extensive knowledge of the deaf culture and interpreting professions.

* Familiarity with Federal Communications Commission (FCC) Regulations and Registry of Interpreters for the Deaf (RID) standards.

* Knowledge of specialized software related to departmental operations, including IM Service, database, Internet, spreadsheet, presentation, and word processing programs.

* Time management skills to handle multiple competing demands and priorities, and ability to work effectively under pressure.

* Budgeting and financial knowledge and skills for tracking operations profitability.

* Ability to communicate effectively and present information and respond to questions from employees, groups of clients, customers, managers, and the public.

* Basic mathematical skills include calculating figures and amounts such as discounts, interest, commissions, and percentages.

* Knowledge of departmental operations and organizational policies, processes, and procedures.

* Human resources management skills to hire and train employees, evaluate work performance, address employee relations issues, and resolve problems.

* Management skills to establish priorities and to effectively supervise and develop assigned staff to attain optimum skill and performance levels.

* Human relations skills to build effective working relationships with staff, customers, community groups, and individuals.

Work environment:

Employees may experience the following physical demands for extended periods.

* ASL interpreting on the VRS platform (40-50%)

* Sitting, standing, and walking (95-100%)

* Keyboarding (40-60%)

* Viewing computer monitor, videophone, and cell phone (40-60%)

* Lifting computers and other equipment

* The position may require some travel