Team Manager Practitioner - Austin Call Center

Interpreting Team Manager/Practitioner

Team Manager Practitioners are 40-hour-per-week management employees regularly scheduled to work 20 hours each week as interpreters.

Team Manager Practitioners will manage the interpreting operations of their assigned team during the 20 hours of non-interpreting time.

The position is open to both internal and external candidates.

Team Manager – Practitioner Responsibilities:

• Provide American Sign Language interpreting on the VRS platform.
• Focus management objectives on interpreting operations.
• Plan, with the help of the Regional Manager, the strategic growth of the interpreting business lines (VRS, Community, and VRI).
• Oversee the daily operations of the interpreting operations, including call centers, at-home interpreting, community interpreting, CART, video interpreting, and community relations.
• Supervise approximately 35 interpreting staff.
• Manage the performance reviews of interpreters.
• Approve the scheduling of all interpreters in all operational areas.
• Coordinate with HR and Recruiting to select and hire interpreters.
• Approve time and attendance, including leave, and for all interpreters as needed.
• Maintain relations with local community leaders.
• Work closely with the schedulers and business development team members in maintaining client service and satisfaction.
• Provide direction to the interpreters for their care and well-being.
• Provide accurate reports on team performance, efficiencies, and quality.
• Maintain direct contact with the Regional Manager on all operations-specific issues.
• Assure the Interpreting Operations Team's mission of delighting our customers and serving our teams is realized by creating a work culture that is open, welcoming, and inclusive.
• Partner with members of the department's support management team to accomplish department-wide initiatives
• Perform other duties as assigned to bridge any support needed by partners, colleagues, and interpreters across the company.

Team Manager - Practitioner Required Skills/Qualifications:

• Must possess fluent American Sign Language and spoken English language skills, accurate interpreting skills, and thorough knowledge of and adherence to the NAD-RID Code of Professional Conduct
• Must pass internal interpreting assessment
• Required 20 hours per week scheduled on the VRS platform between 6 a.m. and 6 p.m., local time, Monday through Friday. (Hours will be prescheduled based on staffing need/demand)
• Associate's degree in Business Management or comparable related experience; Bachelor's Degree strongly preferred.
• At least three years of supervisory experience, preferably in an interpreting-related environment, coaching and mentoring others.
• Extensive knowledge of the deaf culture and interpreting professions.
• Familiarity with Federal Communications Commission (FCC) Regulations and Registry of Interpreters for the Deaf (RID) standards.
• Knowledge of specialized software related to departmental operations, including IM Service, database, Internet, spreadsheet, presentation, and word processing programs.
• Time management skills to handle multiple competing demands and priorities, and ability to work effectively under pressure.
• Budgeting and financial knowledge and skills for tracking operations profitability.
• Ability to communicate effectively and present information and respond to questions from employees, groups of clients, customers, managers, and the public.
• Basic mathematical skills include calculating figures and amounts such as discounts, interest, commissions, and percentages.
• Knowledge of departmental operations and organizational policies, processes, and procedures.
• Human resources management skills to hire and train employees, evaluate work performance, address employee relations issues, and resolve problems.
• Management skills to establish priorities and to effectively supervise and develop assigned staff to attain optimum skill and performance levels.
• Human relations skills to build effective working relationships with staff, customers, community groups, and individuals.

Work Environment:

Employees may experience the following physical demands for extended periods.

• ASL interpreting on the VRS platform (40-50%)
• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, videophone, and cell phone (40-60%)
• Lifting computers and other equipment
• The position may require some travel