Back-up Interpretation Services Coordinator

4 months ago

Toronto, Canada MCIS Language Solutions Full time

**Back-up Interpretation Services Coordinator**

**About Us**

MCIS Language Solutions is a not-for-profit that has evolved into a social enterprise and has been relentlessly pursuing its goal to remove language barriers for over 30 years. With over 60 full time staff and engaging a roster of over 6,000 language professionals, MCIS provides a full suite of language solutions: from language interpretation, translation and transcription to localization, training, and training development for government, legal, police services and healthcare organizations in more than 300 languages.

VISION | To connect people globally through languages.

MISSION | To advocate for language rights and equitable access to critical information and services through language solutions and human connections.

VALUES | Making a Difference, Compassion and Collaboration, Integrity and Innovation, Social Justice.

**Social Purpose**

Every year MCIS invests some of its net income into initiatives that support free services for vulnerable populations, training subsidies for aspiring interpreters and translators, and language advocacy initiatives such as the Our Language Rights Canada Conference on Canadian Language Advocacy Day.

Our Social Purpose Statement is that we exist to uphold the human right to be informed, heard, and understood. Language rights protect the rights of individuals and groups to choose which language(s) they use in private as well as in public interactions, such as legal, health, educational or political access to information and services.

Learn more here: MCIS Social Purpose Journey

**DUTIES AND RESPONSIBILITIES**

**Important note**: This is an on-call position, providing back-up for MCIS Interpretation Services as needed. It is an ideal position for self-employed language professionals who would like to also gain experience in interpretation services coordination, while maintaining a freelance work arrangement.

Directly reporting to the Interpretation Services Supervisor, the Back-up Interpretation Services Coordinator (BISC) is essential to the service delivery of MCIS’ interpretation Services as they are responsible for assigning interpreters to each requisition. The BISC requires flexibility with hours as the requisitions must be filled and MCIS provides services 365/24/7.

**The Back-up Interpretation Services Coordinator role is comprised of three (3) main activities as follows**:
**Respond to inbound calls/inquiries**
- Take customer orders for services
- Enter customer information
- Promote services to inbound communications
- Achieve daily language mandate of 0 (zero) assignments pending at the end of each work day
- Provide solicited and unsolicited information to customers, sub-contractors and the public concerning services, schedules, rates, regulations and policies
- Prepare and quote on walk-in request and specialized services such as conferences
- Follow SOPs and escalate non-standard situations to supervisor
- Comply with LICS certification requirements
- Route calls to appropriate resource
- Follow-up with customer calls where necessary; and
- Update customer accounts.

**Make outbound calls**
- Contact interpreters to fulfill customer orders
- Provide assignment information to interpreters
- Follow SOPs and escalate non-standard situations to supervisor; and
- Comply with LICS certification requirements.

**Support**
- Provide technical support as needed for telephone and video interpretation services.

**Any other duties that are assigned that are reasonably within the scope of this position.**

**EMPLOYMENT REQUIREMENTS**
- Excellent English proficiency, both written and spoken
- Demonstrated expertise in the field (customer service) is required
- Excellent interpersonal skills
- Prior exposure to language services field a definite asset
- Good analytical skills with attention to detail
- Problem-solving and resourcefulness skills needed
- Knowledge of languages and world cultures a definite asset
- Excellent verbal communication skills and positive attitude
- Ability to listen actively, and to creatively find ways to satisfy customer requirements
- Demonstrated aptitude for continuous learning and innovative thinking; and
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

**EDUCATION & EXPERIENCE**
- The Back-up Interpretation Services Coordinator must have a general post-secondary education (college diploma; linguistic or interpreter degree preferred) or a combination of experience and training
- Training with CRM and/or Microsoft Office would be preferred; and
- Solid understanding of or experience in the language industry is an asset.

**CLOSING DATE**: Posting until vacancy filled.

**OUR ENVIRONMENT**

At MCIS, we’re committed to modeling diversity and inclusion for the entire language industry and the non-profit sector. This is made possible by maintaining an inclusive environment with equitable treatment for all.

**APPLICATION PROCESS**

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