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Scheduling Coordinator

2 months ago

Glastonbury, Connecticut, United States Interpreters and Translators, Inc. Full time
About Us

Interpreters and Translators, Inc. is a leading provider of language solutions for various industries, including healthcare, manufacturing, aerospace, education, government, legal, marketing, and corporations.

Job Overview

The Coordinator of Interpreter Services plays a critical role in ensuring that all assignments are filled in a timely manner. This individual will serve as the key communicator between language interpreters, clients, and the operations team.

Key Responsibilities
  • Schedule Interpreters: Ensure that all assignments are confirmed with clients and interpreters to deliver outstanding customer satisfaction and meet fill rate goals.
  • Organize Daily Workflows: Organize daily workflows to ensure that all interpreting delivery deadlines are met.
  • Recruit Linguists: Proactively collaborate with recruiters and prioritize efforts to recruit appropriate linguists on a timely basis.
  • Forecast Language Needs: Proactively work with the Interpreting department manager and leadership team to understand upcoming new contracts and ensure that linguists for all forecasted languages are scheduled and ready to be assigned.
  • Update Supplier Database: Ensure that the supplier database is always up to date and complete with all required linguists information.
  • Meet Fill Rate Goals: Organize and prioritize daily work flow to ensure that all deadlines are met and the company goal of 98.5% fill rate is achieved every time it is calculated.
  • Support Training and Customer Satisfaction: Actively participate and support the training and customer satisfaction team to ensure continuous improvement and enhancing client satisfaction.
  • Resolve Escalated Risks and Issues: Facilitate the resolution of escalated risks and issues and follow-up to ensure full remediation.
Continuous Improvement
  • Participate in Continuous Improvement Efforts: Participate and contribute to all continuous improvement efforts, including daily and weekly huddles.
  • Lead Data Analysis Efforts: Lead the data analysis efforts as required and facilitate 4DX sessions as required to continuously learn and improve customer satisfaction and fill rates.
  • Improve Procedures and Work Instructions: Continuously strive to improve and document all relevant procedures and work instructions to increase productivity of the operations team.
  • Enhance Linguist and Client Satisfaction: Suggest, discuss, and implement creative and innovative solutions to ensure linguists choose Interpreters and Translators, Inc. as their top choice for accepting assignments.
  • Develop Exceptional Relationships: Develop and maintain exceptional relationships with all linguists to enhance their loyalty to Interpreters and Translators, Inc.
Requirements

Professional Qualifications and Experience

  • 3 to 5 years of related work experience (at least 1 year of linguistic industry preferred).
  • Experience in schedule management (1 year).
  • Strong work ethic and high level of energy.
  • Demonstrate accountability, personal integrity, organizational skills, and proactive positive attitude while executing ongoing tasks.
  • Customer service centric personality.
  • Computer savvy and able to multitask in a fast-paced environment.
  • Fluent in written and spoken English. Bilingual preferred.
  • Progressive experience in any service organizations (3-5 years).

Required Knowledge, Skills, and Abilities

  • Strong organizational, prioritization, and project management skills.
  • Exceptional note-taking skills coupled with extreme attention to detail.
  • Ability to work quickly and efficiently, multi-tasker, and a resilient planner.
  • Ability to work independently but also as a team player.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Ability to develop effective relationships with diverse groups of linguists.
  • Quick learner and effective negotiator.
  • Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
  • Ability to work in a fast-paced environment, sitting in front of a computer for prolonged periods.
  • Ability to multitask while interacting on the phone or other electronic devices.