Head of Interpreter Resource

Overview

Job Location:
UK London Office

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:                      Head of Interpreter Resource

Department:                 Interpreter Resource

Reports to:                  Head of Public Sector

Location:                     Hybrid: Work from Home and LLS Head Office

Language Line’s UK operation is part of the worldwide Language Line Solutions group with global headquarters in California and European headquarters in London. Over its 40-year history, Language Line Solutions ensures the best interpreting and translation services available in the industry.

Main Job Purpose

Overall responsibility for recruitment and ongoing management of interpreters for the provision of face to face and remote interpreting services.

Specific Tasks

• Overall responsibility for delivery of operational Key Performance Indicators (KPI)
• Financial (P&L) responsibility to ensure department is managed within budget.
• Regularly liaising with both the F2F and OPI/VRI Operations Mangers regarding their interpreter resource requirements and providing regular updates on recruitment updates.
• Day to day line-management of the F2F Interpreter Manager Team Leader,  F2F and OPI Interpreter Recruiters to include workload distribution, performance/absence management, 1-2-1 meetings, answering queries, escalating issues and ensuring the team meet set targets.
• Leading, coaching and developing direct reports through monitoring their professional progress, providing timely feedback, conducting performance reviews in line with company standards and providing development opportunities where identified.
• Assume overall responsibility for the work produced by direct reports including its accuracy and quality.
• Overall responsibility for expansion and implementation of recruitment efforts within new recruitment territories to establish and understand local requirements for engaging interpreters.
• Ensuring the team adopt creative and innovative sourcing strategies in the UK and globally if required, to ensure positions are filled with high quality candidates, guiding the team on alternative methods and difficult needs.
• Ensuring the team track and monitor competitors’ interpreter pay rates and any other intelligence we receive from candidates during the recruitment process
• Manage the relationship with an external recruitment partner to supplement and boost internal recruiter resource capability.
• Investigate and implement training opportunities for OPI contractors to aid their passing of the Interpreter Skills Assessment
• Exploring alternative engagement models with interpreters
• Providing sourcing support to the translations department as and when required
• Ensuring continuous process improvement and displaying a pro-active approach to process innovation
• Responsible for continuous knowledge and data exchange between F2F, OPI/VRI operation and Account Management Team to identify and agree on actions required to improve fulfilment and connect times
• Evaluation of new business opportunities and determining feasibility in line with existing operational processes
• Attending client meetings with Account Managers as required. 
• Overall responsibility for the sourcing of suitable interpreter resource for ad-hoc interpreter bookings by exhibiting a solution-based approach for any type of client requirements no matter how unusual the type of request.
• Ensure all relevant areas of the Business Process Manual are updated and maintained to reflect active practice.
• 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:

• 5+ years’ experience in high volume recruitment globally
• 5+ years’ experience in resource management
• 3+ years’ experience in data analysis
• Educated to degree or equivalent level  
• Ability to 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
• Competency in Microsoft Office and human capital management systems
• Ability to build effective professional relationships both internally and externally
• Excellent verbal and written communication skills
• Effective prioritisation and time-management skills
• Ability to support and influence all stakeholders, including Directors across the business
• 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 and is able to multitask and be comfortable in a busy role
• Proactive and innovative approach
• Ability to build strong and credible professional working relationships
• Proven people, process, and change management skills
• Be a brand ambassador for the Company

Desirable:

• Knowledge of the Interpreting Industry
• Knowledge of Workday and Salesforce
• Familiar with UK and European employment laws

This role is subject to a basic DBS Disclosure

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)