OPI/VRI Operations Manager

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Job Description

Position:                      OPI/VRI Operations Manager

Department:                OPI/VRI

Reports to:                  Operations Director

Location:                     Remote & LLS Head Office (5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, London, EC3R 8AD)

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 30-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.

Main Job Purpose

Overall responsibility for successful delivery of Over-the-Phone Interpreting (OPI) and Video Remote Interpreting (VRI) services to ensure adequate service provision in line with service level agreements for UK clients.  Day to day management of the UK OPI & VRI operations team to ensure efficient running of the operation.

Specific Tasks

• Overall responsibility for delivery of operational Key Performance Indicators in line with client Service Level Agreements
• Financial (P&L) responsibility to ensure department is managed within budget
• Ensuring successful operational implementation of new contracts by working closely with operational teams and the sales and implementation teams
• Liaising with stakeholders in the US office to ensure smooth running of the operation and delivery of the service
• Closely monitoring fulfilment and connect times across all languags for remote interpreting services
• Addressing service delivery issues with the UK Real Time Monitoring and US Workforce Management teams
• Working closely with US Workforce Management Team to ensure required systems are functioning efficiently and the UK team is working in line with global WFM strategy
• Ensure all UK LLS and Affiliate Partner managed contractors are compliant at all times in respect of background checks and mandatory training
• Day to day management of subcontractors for the provision of BSL VRI resource
• Liaising with the UK Head of Interpreter Resource and US stakeholders in relation to resource management initiatives and developing service delivery models with UK interpreters as well as interpreters provided by Affiliate Partners
• Liaising with the UK Interpeter Development Manager and appropriate US stakeholders in relation to interpreter training and testing to ensure compliance with UK client requirements
• Effectively managing the Client Services function including but not limited to: ensuring successful delivery of all sales support processes and functions for remote interpreting services, customer reporting, responding to customer needs, etc.   
• Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
• Any other duties appropriate to the position

Person Specification

The following range of experience, knowledge and skills are required:

Essential:

• Be a brand ambassador for the Company
• Lead by example, motivating, guiding and advising the team with drive, energy and understanding
• Responsible for setting, communicating and tracking clear goals through KPI’s
• Responsible for managing, motivating, engaging and developing a team of people
• Use honed people and influencing ability to build effective relationships both internally and externally
• Excellent verbal and written communication skills
• Proven prioritisation and time-management skills
• Proven decision making and judgement skills
• Ability to support and influence all stakeholders, including Directors across the business
• Works to understand customer needs and strives to exceed expectations
• Ability to work in a fast paced, high pressure role
• Process driven, highly organised with strong administration skills and attention to detail
• Remains calm and focused under pressure
• Able to multitask and be comfortable in a busy role
• Proactive and innovative approach
• Independent worker, willing to take responsibility
• Ability to build strong and credible professional working relationships across international teams
• Flexible approach to work in order to achieve demanding  goals and meet both short and long term priorities
• Competency in Microsoft Office
• Degree or equivalent qualification
• Ability to make rational decisions under high pressure
• Proven people management skills
• Excellent data analytical skills

Desirable:

• Knowledge of the Interpreting Industry

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION
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-I.35(c)