Center Manager- Indianapolis

Position Summary:
The Center Manager must have the ability to lead and motivate people in a positive work environment, possess a comprehensive knowledge of language services including best practices, Interpreter Code of Ethics and Standards of Practice. Comprehensive knowledge of Language Access Network structure, HR practices and regulations, problem solving and record keeping skills, attention to detail, the ability to work independently as well as collaboratively within a team environment. Must have excellent communication skills to champion the needs of reporting staff. Complete understanding of all computer platforms and programs used for both Video Remote Interpreting (VRI) and Over the Phone Interpreting (OPI) services. Recognizes and accepts the need to be available at times outside of the regular business hours, as a feature of the position. The Center Manager will report to the Director of Language Services Operations.

Essential Functions:

• Manage and direct all aspects of center operations and employees to include policies and procedures and operational performance.
• Review performance periodically, provide feedback, and determine training needs.
• Address and document all employee performance issues appropriately.
• Be an escalation point between supervisors, staff and other company teams.
• Collaborate with Quality Assurance and Training/Education teams to provide monitoring and professional development.
• Ensure center Key Performance Indicators (KPI) are met/exceeded on a daily, weekly and monthly basis.
• Work with property management as necessary.
• Assist in training and orientation of new hires to ensure understanding of company protocol and proper standards of practice for the medical interpreting environment.
• Assist executive team with projects, as needed.
• Adhere to complete confidentiality inside and outside of the workplace.
• Other duties as assigned.

 
Education and Qualifications:
·        3-5 years of experience in language services are required with 2 years in a management position preferred.
·        Experience managing and mentoring employees, superior customer service skills, excellent computer skills, and a commitment to leading and maintaining a positive work environment.
·        Broad knowledge of video interpreting as well as the ability to apply the NCIHC Code of Ethics and the NCIHC Standards of Practice for interpreters.
·        Ability to motivate staff and improve on the company’s high standards.