Job Information
Language Services Associates, Inc. Outbound Team Lead in HORSHAM, Pennsylvania
Outbound Team Lead
Remote
Contact Center /
Full-Time /
Remote
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The Outbound Team Lead is responsible for direct supervision of Coordinator groups, ensuring task completion, and maintaining team morale and motivation. In this role the Team Lead must have excellent understanding of the interpretation industry, and LSA service lines including On-Site Interpretation (OSI), Over the Phone Interpretation (OPI), Video Remote Interpretation (VRI), and Virtual Interpretation. Reports to the department Assistant Manager.
Responsibilities
- - Assign tasks to Senior Coordinators and Coordinators and monitors performance in accordance with coordinator goals. - Monitors KPI performance, provides feedback, launches strategic initiatives, and supports OKRs in alignment with department strategy. - Approves one off rate exceptions for interpreter adjustments, client invoice reviews, and handles escalated accounting inquiries. - First level of support for on demand inquires related to client account performance, interpreter staffing levels, and other inquires as needed. Ensures all escalated items in the Outbound Manager Email box are completed as assigned. - Responsible for all timecard, time off, and attendance management. - Partners and collaborates with internal Contact Center teams to ensure all SOPs, training materials, and coaching documents stay up to date. - Participates in interviewing and responsible for performance reviews, including 45/90 and annual reviews for coordinators and Senior Coordinators team.
Requirements
- - Demonstrate superior performance as a Senior Coordinator. - Professional and positive phone manner with clients from all types of industry sectors. - Strong oral and written communication skills. - Attention to detail while juggling multiple tasks. - Must be familiar with Microsoft Office suite and demonstrate ability to type 30 wpm. - Basic understanding of call center operations.
Shift
- - Full-Time - Monday to Friday, 9:30AM - 6:00PM EST
LSA has received recognition as one of the 2023 Top Workplaces in the USA and the Philadelphia Inquirer's Top Workplaces! Please view our profile via the following link: https://topworkplaces.com/company/language-services-associ/
LSA Provides a great benefits package to full-time employees. We offer Medical, Dental, Vision, 401k with partial match, and other employer covered benefits. Reach out to set up an interview and learn more!
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Stefan Suchanec at 800.305.9673
Founded in 1991 by Laura K.T. Schriver, LSA offers a full range of premier language-based services. With over 240 employees and a network of more than 3,000 Independently Contracted global Linguists, LSA fulfills the multicultural communication needs of more than 2,000 clients worldwide, in over 230 languages, across virtually every industry segment. LSA is conveniently located in Horsham, minutes from the PA Turnpike, in a business center with ample free parking and beautiful landscaping. LSA offers a competitive benefits package with a generous 401k match for qualifying employees. For more information on LSA, please visit www.lsa.inc
*LSA is an Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. EEO IS THE LAW *
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
LSA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their wn 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 LSA's legal duty to furnish information. 41 CFR 60-1.35(c)