Department Manager

2 weeks ago

Toronto, Ontario, Canada All Languages Ltd Full time

Department Manager - Interpreting services


The interpreting department of All Languages specializes in delivering multilingual services; primarily to Canada's insurance, medical, legal, and social services industries.

Great people within great teams deliver world-class service with a net promoter score of 95.

Play a leadership role
You have management experience and are excited to work collaboratively as a member of the company's leadership team.


As a hands-on leader who thrives on delivering tangible results, you are well-versed in building, retaining, and mentoring your team on how to improve the way they work and think every day.


You want to be pivotal to the department's continued growth while leveraging your experience and core strengths to implement strategic innovations.


Job type:

  • Fulltime: Monday to Friday
  • Start time between 8:00 and 9:00 AM (TBD)
  • Training Period (approximately 3 months) 9:00 AM to 5:30 PM (or as otherwise agreed)
  • Hybrid environment with 3 days required in the office.

Job location:

Toronto, ON - Office is located at 421 Bloor East (across the street from Sherbourne subway stop)

Summary of responsibilities:

-
Load balancing

  • Staff scheduling (hours; vacations; coverage for absences);
  • Expeditor/monitor shared mailboxes; and,
  • Backup Interpreting Coordinators and Team Lead, as required.
-
Teamwork:

  • Job shadow team members to understand and identify process improvement opportunities;
  • Ensure all Quality Management System content is current, and that processes are followed;
  • Oversee a pool of freelance interpreters; and,
  • Perform yearly performance reviews of the department and regular 1on1's.
-
Process improvement and training

  • Interpreting industry involvement;
  • Identify issues and implement efficiencies to deliver better service;
  • Create tickets and work with IT to implement updates; and,
  • Organize or deliver team training rollout of updated processes and/or crosstrain.
-
Client service

  • Lead the Quality Assurance and Customer Service escalations process to resolve complaints;
  • Review various department reports and action as needed; and,
  • Outbound call management quotes and order followups, calling campaigns.

Skills and attributes

  • Experienced leader with great attention to detail and command of the English language;
  • Happy to prioritize, solve problems, and work effectively in a fastpaced environment;
  • Techsavvy, with strong knowledge of CRM, Word, Excel, and PowerPoint;
  • Able to articulate and share operational strategy and plans with ease; and,
  • Excellent organizational, customer service, presentation, and interpersonal skills.

Education

  • Postsecondary education.
  • Note: Business administration, technology and/or interpreting focus would be an asset.

Experience

  • 5+ years of experience managing teams in a B2B environment; and
  • Change management to lead and implement new processes and technologies.
  • Note: Management and/or leadership experience in any of the interpreting, medical assessment and/or call center industries would be an asset.

Why All Languages Ltd?
All Languages Ltd thrives within a collaborative environment that appreciates each member of the team.

We strive to give employees an environment where they move their career forward, and offer:

  • Friendly work environment
  • Comprehensive benefit coverage
  • Performance incentives
  • Professional development, industry involvement, and opportunity for advancement

How to apply
The salary is commensurate with your skills, experience, and education.

Pay:
From $70,000.00 per year

Education:

  • Secondary School (required)

Experience:

Microsoft Office: 3 years (required)

  • Management: 3 years (required)

Work Location:
Hybrid remote in Toronto, ON M4W 3T1

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