OSI Scheduling Manager

Location: Los Angeles

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Summary
The OSI Scheduling Manager is responsible to ensure the On-Site Interpreting (OSI) Scheduling department runs properly, serves the clients
by planning and overseeing the team that schedules OSI appointments, improves OSI systems and processes and is a point of contact for
clients and interpreters.

Essential Duties + Responsibilities

  • Drive the successful implementation of Key Performance Indicators (KPIs) for the OSI Scheduling team
  • Manage the day-to-day distribution of OSI tasks
  • Manage profit margins and set forecasts
  • Strategize and improve existing SOPs
  • Maintain contract compliance
  • Responsible for the maintenance of the CRM; keep system and files updated; train others on system
  • Analyze the performance of the OSI Coordinators and address any performance gaps with accountability and/or re-training
  • Handle client complaints and provide resolutions
  • Other duties as may be reasonably requested

Education, Experience + Skills

  • Two or more years of experience in the Language Services industry, preferably working with interpreters, or an equivalent
    duration in a customer service role
  • Two or more years of experience as a Project or Scheduling Coordinator preferred
  • Two or more years of experience in a role managing processes and people
  • Ability to provide real time re-training to employees
  • Bilingual preferred
  • Proven skills utilizing computer systems including Microsoft Office Suite
  • Strong customer service skills
  • Excellent communication skills, both written and verbal
  • Energetic self-starter who takes initiative and creative approach to problem solving

Equal Employment Opportunity
United Language Group is an equal opportunity/affirmative action employer. United Language Group prohibits unlawful discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and any other protected class status under applicable federal and applicable state law.

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1600 Utica Avenue South
Suite 750
Minneapolis, MN 55416