- Manages a team of assigned interpreters/customer service representatives and ensures they comply with company guidelines particularly related to the quality of service.
- Trains recent employees in the companys customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned interpreters/customer service representatives.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.
- Promptly requests approval for necessary staffing adjustments to management in order to meet daily productivity goals.
- Monitors or reviews calls or other correspondence between interpreters/representatives and customers.




- Ensures that interpreters/representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service team’s performance.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Contact Center Manager or other appropriate staff.
- Hires qualified interpreters.
- Performs other related duties as assigned.

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