Company Name: Linguava Interpreters

Title of Position: Call Center Manager

Department: Scheduling/Call Center

Report To: Director of Operations

Position Type: Full-Time / Salaried

Location: Remote or Hybrid

(12106 NE Marx St, Portland, OR 97220)

Schedule: Monday-Friday (8 am – 5 pm)

Founded in 2010, and located in Portland, Oregon, Linguava Interpreters is a full-service language agency located in Portland, Oregon. We provide on-site interpretation, telephonic interpretation, video relay interpretation, and document translation to connect our clients with a language specialist that will best meet their needs.

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The Call Center Manager is responsible for leadership and oversight of the Call Center operations. The core duties include management and leadership of processes for the continuous improvement of Linguava’s customer and linguist experience. Tactical emphasis is on quality management, workforce planning, recruiting, coaching, and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Supervisory Responsibilities:

• Hire customer service representatives.

• Oversee company's customer service policies, procedures, and best practices.

• Forecast staffing needs based on call volume patterns and ensure adequate coverage during peak hours.

• Develop strategies to improve efficiency and productivity within the call center.

• Handle discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Uphold Linguava’s core values, embody an Above and Beyond mentality with internal and external customers, and adhere to all corporate policies and procedures as outlined in the Employee Handbook.

• Responsible for meeting all quarterly department goals.

• Manage coaching, training and assigning roles/ tasks to supervisors, team leads, and call center agents to make sure the department stays on track to fulfill quarterly goals and overall workflow.

• Responsible for ensuring call center is adequately staffed at all times during operational hours.

• Reporting and Analytics - Generate weekly reports to analyze call center KPIs and use data-driven insights to make informed decisions and drive improvements.

• Customer Relationship Management- Handle escalated customer issues and ensure timely resolution, fostering positive customer relationships.

• Continuous Improvement- Identify areas for process improvement and implement initiatives to streamline workflows and increase efficiency.

• Compliance: Ensure compliance with relevant regulations and standards, such as data protection, HIPAA and other industry-specific requirements.

• Collaborate effectively with other departments to streamline processes, resolve issues, and enhance overall performance and customer satisfaction.

• Provide ongoing mentorship and coaching to the customer service team to enhance their skills, foster professional growth, and ensure exceptional service delivery.

• Develop and implement strategies to reduce absenteeism and attrition rates within the call center, ensuring optimal staffing levels to consistently meet customer service demands.

• Monitor call center budget and expenditures, optimizing resource allocation to maintain operational efficiency and cost-effectiveness.

• Responsible for all scheduling department strategic planning projects.

• Assist supervisors with creating and delivering all department staff mid-year and annual review evaluations.

• Lead staff meetings

• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.

• Excellent verbal and written communication skills.

• Extensive knowledge of call center and customer service procedures and principles.

• Organized with attention to detail.

• Ability to resolve customer service issues while maintaining a professional and calm demeanor.

• Ability to coach and mentor customer service representatives.

• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor's degree preferred.

• At least three years of call center and customer service experience required.

• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.