RIO Coordinator

1 week ago

London Canada Metropolitan Area Across Languages, Translation & Interpretation Service Full time

Hours: 35 hours/week

Under the supervision of the Client Services Manager, the Program Coordinator- RIO will be instrumental in ensuring that on-demand clients and Interpreters connect seamlessly over AL's virtual call centre network. They will be familiar with remote service delivery models, adaptable to different virtual contexts; customer focused, and enjoy supporting and training Interpreters.

Key Responsibilities:

  • Coordinate a remote interpreter roster for phone and video modalities for both on-demand and scheduled through the RIO platform.
  • Liaison with staff of RIO partner agencies in the area of complaint management and program development.
  • Provide customer service support to AL's clients and partners.
  • Provide information, advice, and/or referrals verbally and/or in writing.
  • Train and assist RIO interpreters in conjunction with the Training Department.
  • Support new customer onboarding and training.
  • Handle administrative tasks related to the RIO program.
  • Support the on-going development of a solution-oriented resolution process.
  • Train and work with service providers and clients to develop care paths for non-limited English speakers to ensure access to the appropriate language services.
  • Provide emergency coverage for duties of other staff.

Qualifications:

  • Excellent interpersonal communication (oral and written) and problem-solving skills.
  • Minimum Intermediate Excel skills and data management abilities.
  • Competence in the use, maintenance, and troubleshooting of IT platforms.
  • Curiosity about new technologies.
  • Capability to operate in a multi-cultural setting.
  • Expertise in customer services is an asset.

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