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Company

CyraCom
Address , Tucson, 85756, Az
Employment type FULL_TIME
Salary
Expires 2023-10-01
Posted at 9 months ago
Job Description
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.
As an Interpreter Supervisor, you will:
  • Continuously improve vocabulary and specialized knowledge of subject matter required for various clients such as medical, legal, social services, etc.
  • Use MS Office applications such as Outlook, Word, and Explorer (or other internet browser).
  • Recommend and administer corrective actions, including termination.
  • Conduct regular monitoring of interpreter calls in order to identify and address performance opportunities across all Centers.
  • Resolve problems directly through coaching of subordinates and/or collaboration with peers and management.
  • Use standard office equipment such as telephones, computers, copiers, and fax machines.
  • Follow CyraCom’s interpreter protocol in accordance with CyraCom training and policies and procedures.
  • Provide meaning for meaning interpretation.
  • Supervise staff by assigning tasks, monitoring work performance, coaching, and counseling.
  • Participate in improving quality service through training and coaching of direct reports.
  • 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.
  • Manage key performance indicators and interpreter payroll metrics.
  • Maintain confidentiality in accordance with CyraCom Interpreter policies.
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.

As an Interpreter Supervisor, you must be:
  • Skilled in establishing and maintaining effective work relationships.
  • Able to react calmly and effectively in emergencies.
  • Skilled in the use of Microsoft Office, including Microsoft Outlook, Word, and Internet Explorer (or other internet browser).
  • Skilled at timely addressing uncomfortable or difficult employee performance issues and situations, working towards an effective resolution.
  • Skilled at adjusting to rapidly changing circumstances.
  • Skilled at organizing work, prioritizing duties, and delegating work appropriately to staff.
  • 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:
  • Exceptional commitment to confidentiality in accordance with CyraCom Interpreter policies.
  • Exercises a high degree of professionalism and self-motivation using personal initiative to identify and recommend best practices.
  • A basic understanding of linguistics and different cultures.
  • Strong attention to detail and accuracy.
  • 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.
Minimum Qualifications:
  • Fluent in English and subject language.
  • High school diploma, GED or equivalent
Ideally, you will also have:
  • 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.
What else you can expect:
Physical Demands:
Requires sitting or standing for extended periods of time.
Extensive use of a computer and repetitive hand movements in the performance of duties.
Occasional lifting and carrying of material weighing up to twenty pounds may be required
Equipment Operated:
Personal computer, printers, fax, copier and telephone.
Environmental Factors:
None.
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.
Why Work for CyraCom?
CyraCom International, Inc. is the leading provider of language interpreting services and operates the most extensive network of large-scale interpreter contact centers. CyraCom impacts the lives of millions in the United States by connecting those with limited English proficiency to critical services. In business since 1995, CyraCom services thousands of clients throughout the US, Canada, and Europe. The Company was named to the Inc. 5000 list of fastest growing private companies in the United States for a ninth year in a row and eleventh time overall in 2017.
“We make a difference every day.”
CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.

Our employees most often say three things:
Culture: You have the resources of a large company with the flexibility and excitement of a start-up.
Impact: Your contributions matter; people notice the changes and improvements you create.
Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.
Company Culture
We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:
  • We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotions
  • We provide a “business casual” dress code (with “casual Fridays”).
  • We celebrate our diverse workforce.
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.
CyraCom also provides competitive salaries, along with discretionary bonuses based on individual and company performance.
Equal Opportunity Employer
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.