Team Leader Haitian-Creole

Description
The Team Lead will oversee a team of interpreters providing Over-the-Phone (OPI) and Video Remote Interpretation (VRI) services, ensuring adherence to quality standards, performance metrics, and operational excellence. This role combines leadership, coaching, and operational coordination to deliver exceptional interpretation services to clients.

Requirements

• Leadership Experience: Previous experience as a Team Lead, Supervisor, or in an equivalent leadership role.
• Availability: Flexibility and availability to accommodate different schedules and operational needs.

Responsibilities
Team Leadership & Performance Management

• Lead, mentor, and supervise a team of interpreters, fostering a supportive and high-performance work environment.
• Monitor interpreter performance through direct observation and tracking tools, providing constructive feedback and coaching.
• Conduct regular performance evaluations, set clear objectives, and implement improvement plans when necessary.

Operational Coordination

• Manage shift assignments and ensure adequate service coverage, prioritizing client needs and peak demand periods.
• Oversee the correct implementation of Standard Operating Procedures (SOPs) and company guidelines.
• Resolve conflicts or incidents during interpretation sessions, ensuring client satisfaction and compliance with service expectations.

Training & Quality Assurance

• Organize and deliver periodic training sessions to keep interpreters updated on processes, terminology, and service standards.
• Conduct quality audits of interpretation calls/sessions, identify improvement areas, and provide actionable recommendations.
• Promote continuous improvement by gathering feedback from clients and interpreters and implementing corrective actions.

Compliance & Documentation

• Ensure compliance with legal, privacy, and confidentiality requirements during all interpretation sessions.
• Maintain team records, including schedules, absences, performance reports, and training documentation.

Communication & Collaboration

• Communicate performance results, policy changes, and key updates to the team effectively.
• Collaborate with cross-functional departments (Operations, HR, Technical Support) to streamline processes and service integration.

Performance Metrics

• Track and analyze team KPIs to ensure alignment with company and client objectives.
• Report on team performance, trends, and improvement initiatives to senior management.