The Director of At Home Interpreting is responsible for the oversight and day-to-day management of a team of remote Video Interpreters (VI). The Director will recruit and hire new at home interpreters and work with the management team to ensure proper staffing for interpreting volume and support. The Director will maintain professional and motivated employees and will ensure a high quality of service with regards to interpreter skills and adherence to Sorenson standards. The Director manages administrative duties in support of the organization’s remote interpreters, enhances the efficiency of the at home operations and provides interpretation services. The Director of At Home Interpreting will promote the highest-quality customer service for Sorenson customers and consumers.
Essential Duties and Responsibilities
Represent Sorenson with integrity, authenticity and engaging leadership
Remotely manage and direct multiple employees within an assigned time zone or area
Oversee production and performance of a large remote workforce
Assist remote employees with basic troubleshooting steps prior to escalation to the proper department
Day to day monitoring of:
Full compliance with Sorenson standards and policies, FCC regulations, state and local interpreting and labor regulations, and quality assurance expectations
Quality assurance and provision of services
Review statistical analysis of individual and team/timezone data to monitor productivity
Coaching and counseling
Share and develop Sorenson’s culture remotely with the team
Resolve customer complaints per regulatory and customer service guidelines
Human Resource directives (Workers Compensation, FMLA, corrective action, etc.)
Oversee administrative services:
Manage costs and supplies within assigned budgets
Ensure technical equipment is updated and functional
Interpret in venues including but not limited to;
VRS phone calls
In-person interpreting as needed by Sorenson employees
Video interpreting as needed by Sorenson employees
On-site interpreting for Sorenson customers
Potential for complex technical, legal, medical or scientific terminology
Training and development:
Enhance interpreting and leadership skills through continuing education
Choose and coordinate internal Interpreter and customer-based workshops
Work with local ITPs, schools, and the community to highlight interpreting careers
Provide new hire training, mentoring and other trainings as required
Recruit, interview and create offers for potential employees
Onboard new hires and ensure Sorenson Communications’ policies and procedures are communicated and understood
Complete assigned tasks/duties, projects and reports promptly within required deadlines
Maintain a flexible schedule in order to meet the demands of the At Home VI team and time zone specific areas
Demonstrate effective interdepartmental communication
Work with management team to ensure a collaborative environment
Represent Sorenson Communications in a positive manner at all times
Complete additional duties and assignments
Knowledge/Skills/Abilities
Quickly build and maintain rapport with remote employees/team
Skilled at team building and remote employee engagement and positive morale
Ability to manage a large staff of people and schedules
Technically savvy to support team with equipment set up and troubleshooting remotely
Possess the ability to quickly learn and implement new and changing technologies
Ability to learn and work comfortably with Microsoft Office applications
Fast learner and self-motivated
Continue to enhance personal leadership and interpreting skills through professional development opportunities
Excel at written and verbal communication skills
Ability to coach and counsel staff as needed
Maintain, as applicable, compliance with any national, state or local licensure and/or certification requirement
Experience/Education/Certifications Preferred
Management experience
Sign Language Interpreter certification
10+ years of experience as an American Sign Language (ASL interpreter) in a variety of settings
Bachelor’s degree
Video Interpreter experience
Membership in an interpreting-related professional association
Other General Requirements/Additional Notes
Physical Demands
Able to sit/ stand for a long period of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
Requires interpreting for long periods of time
Able to lift 25 pounds related to office supplies and products
Regular and predictable attendance required
Able to perform in a fast paced, dynamic and highly regulated environment
Ability to travel locally and long distance using public transportation or personal vehicle; licensed driver required in certain areas.
Detail oriented
Customer-service focused
Collaborative and supportive
Positive attitude, team player, good interpersonal communication skills and able to work across company departments
This position has access to highly confidential, sensitive information relating to the employees and customers of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.
Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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