Bilingual Interpreter Supervisor

Location Type: On-site

 

The IS Supervisor serves as the first-line supervisor directly overseeing the job performance of interpreters and contributing to the coordination and continuous improvement of a call center. An incumbent is accountable for coaching, training and trouble-shooting with assigned interpreters. Work is performed within the scope of general company policies, procedures, and objectives. Regular use of judgment in adapting broad guidelines to achieve desired results is used with referral of policy/procedure exceptions to the supervisor. This position supervises non-exempt staff and performs the work of interpreters in addition to supervising. This description applies to the entire Interpreter Supervisor classification regardless of language spoken. Languages include, but are not limited to, English, Cantonese, Nepali, Mandarin, Korean, Karen, Japanese, Hmong, Hindi, Haitian Creole, French, Farsi, Vietnamese, Spanish, Somali, Russian, Portuguese, Polish, Burmese, Arabic, and Cambodian. Fluency in English and an additional language is required for this role.

What is CyraCom?

CyraCom has been in business for 25 years and is one of the top language services providers in the US. Every day we help tens of thousands of people communicate by breaking down the cultural and linguistic barriers in their lives. These conversations happen through our interpretation services which are offered over the phone, through video, and on-site. Our interpreters help in emergencies like 9-1-1 calls, major life events like delivering a baby, and day-to-day scenarios like setting up car insurance. Our clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.

What you’ll do:

• Supervise staff by assigning tasks, monitoring work performance, coaching, and counseling.
• Participate in improving quality service through training and coaching of direct reports and assigned interpreters from other centers.
• Recommend and administer corrective actions, including termination.
• Resolve problems directly through coaching of direct reports and/or collaboration with peers and management.
• Manage key performance indicators and interpreter payroll metrics.
• Conduct regular monitoring of interpreter calls in order to identify and address performance opportunities across all Centers and Vendors.
• Provide meaning for meaning interpretation.
• Follow CyraCom’s interpreter protocol in accordance with CyraCom training and policies and procedures.
• Follow all CyraCom policies and procedures related to information confidentiality and interpreter ethics.
• Attend all required training for interpreters, such as training by the CyraCom International Training and Development Department.
• Continuously improve vocabulary and specialized knowledge of subject matter required for various clients such as medical, legal, social services, etc.
• Maintain confidentiality in accordance with CyraCom Interpreter policies.
• Use standard office equipment such as telephones, computers, copiers, and fax machines.
• Use MS Office applications such as Outlook, Word, and Explorer (or other internet browser).
• All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.
• Perform all other duties as assigned.

As an Interpreter Supervisor, you must be:

• Skilled at adjusting to rapidly changing circumstances.
• Able to react calmly and effectively in emergencies.
• Skilled at organizing work, prioritizing duties, and delegating work appropriately to staff.
• Skilled at timely addressing uncomfortable or difficult employee performance issues and situations, working towards an effective resolution.
• Skilled in the use of Microsoft Office, including Microsoft Outlook, Word, and Internet Explorer (or other internet browser).
• Skilled in establishing and maintaining effective work relationships.
• Skilled at communicating, both verbally and written.
• Fluent in English and the subject language.
• Able to operate competently common office equipment, including, but not limited to, computer, fax, copier and telephone system.
• Able to operate standard office computing products (examples: MS Word, Excel, Outlook, PowerPoint, Internet Explorer or equivalent).

As an Interpreter Supervisor, you must have:

• A basic understanding of linguistics and different cultures.
• Strong attention to detail and accuracy.
• Exceptional commitment to confidentiality in accordance with CyraCom Interpreter policies.
• Understanding of effective principles and practices of supervising employees and the ability to apply these principles to direct reports in support of a collegial, customer-focused and competent work unit.
• Exercises a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.
• The ability to type at least 30 words per minute to ensure efficiency in administrative tasks, report generation, and communication
• Completed a high school diploma, GED, or equivalent
• Fluency in English and subject language

Nice-to-have experience:

• Some post-secondary education and/or graduation from an accredited college or university with an Associate’s degree or Bachelor’s degree in addition to the above-listed requirement.
• Two (2) years of professional interpreting experience.

Compensation and Benefits Highlights:

• CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development.
• We value our diverse, equitable, and inclusive workforce.
• We encourage professional and personal growth, including tuition reimbursement and opportunities for internal promotion.

Physical Demands:

• Requires sitting or standing for extended periods
• Extensive use of a computer and repetitive hand movements in the performance of duties
• Occasional lifting and carrying of material weighing up to 20lbs may be required

Duties not listed in this position description may be required of the employee at the discretion of management. The incumbent may delegate all or any of their duties to qualified personnel; however, such delegation does not relieve them of overall responsibility and accountability for the successful conduct of those duties. CyraCom is a Federal Contractor and complies with all Executive Orders regarding health and safety requirements. CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.