Interpreter Services Scheduling Manager

Interpreter Services Scheduling Manager

Join our team! Universal Language Service is seeking a full time Interpreter Services Scheduling Manager to assist with the day to day interpreter services scheduling operations for in-person scheduling and video remote and over the phone appointments. Ideal candidate must have previous experience with heavy volume scheduling and customer service experience with 2-3 years of experience. This position is ideal for someone with healthcare scheduling experience or interpreter language services experience.

Candidates who have previous or current interpreting experience, would also be a great fit for this role. This opportunity will be located in our Bellevue offices working M-F 9AM
-6PM, with on-call availability to support 24/7 operations.

Universal Language Service is a top provider of interpreting and translation solutions, offering remote and onsite options such as Video Remote Interpreting (VRI), Audio (OPI), and Onsite Interpreting. Our team of interpreters are specially certified and qualified to ensure the highest level of professionalism, making us the premier choice for your language interpretation and translation needs.

Ensuring that the scheduling department is consistently providing quality and reliable language services to all customers at all times constantly looking at ways to improve efficiencies and productivity by tracking accuracy, interpreters/translators' orders fulfillment success, customers satisfaction, scheduling team staffing schedule and other metrics.

Organizes, directs, manages, and monitors daily activities of scheduling team. Distributes workload to scheduling staff; monitors and reviews performance. Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; provides feedback as needed. Monitors, analyzes, and manages productivity of scheduling staff; generates reports based on analysis. Maintains and improves scheduling team performance by monitoring employee performance and KPIs;

identifies and resolves problems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.

Develops standard operating procedures for orders fulfillment ensuring daily fill rates are being met. Reviews daily BI reports by collecting, analyzing, and summarizing data, trends, and dashboards. Produces daily reports for upper management to update on daily, weekly, and monthly tasks accomplished and planned. Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.

Develops knowledge of using Genesys Pure Connect platform contact center and communications solutions. Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.

Works closely with Language Operations Manager to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices. Works closely with Language Operations Manager to design, develop, and implement processes that increase yield and/or improve quality of OPI (Over-The-Phone), VRI (Video Remote) In-Person Interpretation and Document translation/localization services; meet or exceed established production goals in a cost-effective manner.

Works closely with Language Operations Manager and subject matter experts to plan, develop, organize, write, edit, and maintain operational procedures, manuals, process documentations, knowledge base, employees' tests, and quizzes; produce tutorials to help end-users use a variety of portals and applications; develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation. Performs workflow analysis and develops methods for the scheduling team.

Identifies trends and assess opportunities to improve processes and execution. Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.

Collaborates with other back-office team members to ensure seamless business…