Call Center Manager Job at Universal Language Service, Inc. in Bellevue

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Position Overview: Universal Language Service, Inc., a leading provider of interpreter and translator services, seeks an experienced and dynamic Call Center Manager to lead operations at our Bellevue, WA, office. This critical role ensures the smooth operation of our call center, delivering interpretation and translation services across more than 200 languages, including Sign. The ideal candidate possesses strong leadership skills, excellent communication abilities, and a commitment to superior customer service and operational excellence.

Responsibilities

• Operational Management: Oversee daily operations of the call center, including Over-the-Phone Interpretation (OPI), Video Remote Interpretation (VRI), and In-Person Interpretation services, ensuring efficient workflow, resource allocation, and staffing.
• Team Leadership: Recruit, hire, onboard, train, and mentor call center personnel to achieve established performance metrics and uphold quality standards.
• Performance Metrics: Monitor, evaluate, and improve key performance indicators (KPIs) such as call handling efficiency, response times, customer satisfaction, interpreter utilization, and overall productivity.
• Customer Service Excellence: Manage escalated issues, troubleshoot complex customer inquiries, and implement proactive solutions to improve client satisfaction and service quality.
• Scheduling & Workforce Management: Develop and manage effective staffing schedules to ensure optimal coverage during business hours, and manage after-hours on-call rotations to address urgent service requirements.
• Data Analysis & Reporting: Regularly collect, analyze, and report operational data and trends to senior management, providing actionable insights and strategic recommendations for continuous improvement.
• Compliance & Quality Assurance: Ensure call center operations comply with company policies, industry best practices, regulatory requirements, and contractual obligations, maintaining a high standard of service delivery.
• Interdepartmental Collaboration: Coordinate with IT, Sales, Human Resources, and other internal departments to streamline operations, troubleshoot technical challenges, and align call center activities with overall company objectives.
  
  

Qualifications

• Bachelors degree in Business Administration, Management, or a related field, or equivalent professional experience.
• Minimum of 3-5 years of proven leadership experience as a Call Center Manager or Supervisor in language services or a similar customer-focused industry.
• Exceptional leadership qualities with demonstrated ability to motivate and manage teams effectively.
• Excellent communication, organizational, and interpersonal skills.
• Strong analytical skills for data interpretation and strategic decision-making.
• Proficiency with call center technologies, workforce management systems, and CRM platforms.
• Demonstrated ability to handle complex situations and resolve customer service issues efficiently.
• Flexibility and availability to respond to after-hours or urgent operational issues.
  
  

Requirements

• Full-time, on-site presence at Universal Language Services Bellevue, WA office.
• Availability Monday Friday, 8:00 AM 5:00 PM PST, with additional on-call duties as required.
• Successful completion of a 10-panel drug screening, including alcohol testing.
• Passing a comprehensive national criminal background check.
  
  

Universal Language Service, Inc. is an Equal Opportunity Employer committed to fostering an inclusive and diverse workplace. We offer a competitive compensation package commensurate with experience, along with comprehensive benefits including medical insurance, paid time off, and professional development opportunities.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  Translation and Localization

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