Position Overview

Reporting to the Interpretations Department Manager, the Coordinatorof Interpreter Services has the key responsibility of ensuring that allassignments are filled in a timely manner. The individual will be the key communicator between languageinterpreters, clients and iTi operations team. The primary role of thisposition is to schedule interpreters to ensure our client needs are met alwayswhile achieving the set fill rate goal as determined by the client or iTiinternal standard. This position is also responsible for providing outstandingcustomer service to ensure a NPS score of 70% or greater.

The primary function of this role is to create and maintainthe iTi Experience for our clients, vendors, employees and partners. Thisperson needs to model and act in accordance with iTi’s mission, vision and corevalues at all times.

The following key accountabilities ensure the criticalsuccess of this position:

80% Ensurethat all assignments are confirmed with clients and interpreters to deliver outstandingcustomer satisfaction and meet fill rate goals.

• Organize daily workflows to ensure that all interpreting deliverydeadlines are met.
• Pre-plan, strategize and focus on assigning interpreters to specificlanguages and locations where iTi has traditionally not been able to providelinguists with appropriate skills.
• As part of the operations team, proactively collaborate withrecruiters and prioritize efforts to recruit appropriate linguists on a timelybasis.
• Proactively work with the Interpreting department managerand leadership team to understand upcoming new contracts and ensure that linguistsfor all forecasted languages are scheduled and ready to be assigned.
• Ensure that supplier database is always up to date andcomplete with all required linguists information that may include theirqualifications and services (legal, healthcare, courts etc.,) they can provide.
• Organize and prioritize daily work flow to ensure that alldeadlines are met and the company goal of 98.5% fill rate is achieved everytime it is calculated (daily, weekly and/or monthly).
• Work diligently and execute any ad hoc requests for linguistsfrom coordinators, sales teams and leadership team etc.,
• Actively participate and support the training and customersatisfaction team to ensure continuous improvement and enhancing clientsatisfaction.
• Facilitate the resolution of escalated risks and issues andfollow-up to ensure full remediation

20% Focus oncontinuous improvement effort to enhance the quality management system andenhancing linguists and client satisfaction

• Participate and contribute to all continuous improvementefforts that include daily and weekly huddles (4DX sessions).
• Lead the data analysis efforts as required and facilitate4DX sessions as required to continuously learn and improve customersatisfaction and fill rates.
• Continuously strive to improve and document all relevantprocedures and work instructions to increase productivity of the operationsteam.
• Suggest, discuss and implement creative and innovativesolutions to ensure linguists choose iTi as their top choice for accepting assignments.
• Develop and maintain exceptional relationships with alllinguists to enhance their loyalty to iTi.

Requirements

Professional Qualifications and Experience:

• Associate Degree / bachelor’s degree in business or any relatedfield.
• 3 to 5 years of related work experience (at least 1 year oflinguistic industry preferred).
• Experience in schedule management (1 year)
• Strong work ethic and high level of energy.
• Demonstrate accountability, personal integrity, organizationalskills and proactive positive attitude while executing ongoing tasks.
• Customer service centric personality.
• Computer savvy and able to multitask in a fast-pacedenvironment.
• Fluent in written and spoken English. Bilingual preferred.
• Progressive experience in any service organizations (3-5years)

Required Knowledge, Skills and Abilities:

• Strong organizational, prioritization and project managementskills.
• Exceptional note taking skills coupled with extremeattention to detail.
• Ability to work quickly and efficiently, multi-tasker and aresilient planner.
• Ability to work independently but also as a team Player.
• Ability tocommunicate clearly and concisely, both orally and in writing.
• Ability to develop effective relationships with diversegroup of linguists.
• Quick learner and effective negotiator.
• Proficiency in Microsoft Office including; Word, Excel,PowerPoint and Outlook.
• Ability to work in a face paced environment sitting in frontof a computer for prolonged periods.
• Ability to multi-tasking while interacting on the phone orother electronic devices.
  

Benefits

iTi, Inc. is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status, or any other basis prohibited by law. EOE, M/F/D/V