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