What are the responsibilities and job description for the Language Services Manager position at Hispanic Center of Western Michigan?
Position Summary
The Language Services Manager oversees the operations and strategic direction of the Language Services department, which provides 24/7 interpretation services and high-quality translation services through contractors and in-house staff. Reporting to the President, this role is responsible for managing daily operations, growing the customer base, ensuring exceptional service quality, and supporting after-hours coordination as needed to maintain seamless service delivery.
Responsibilities
- Oversee daily operations to ensure the efficient and reliable delivery of interpretation and translation services.
- Develop and implement policies, procedures, and orientation programs to ensure compliance with client standards and industry regulations.
- Monitor and address service quality issues proactively, utilizing client feedback to drive continuous improvement.
- Recruit, hire, train, evaluate, and guide staff and contractors to ensure high-quality service delivery and achievement of business goals.
- Establish clear expectations, deliverables, and deadlines for in-house coordinators and contractors.
- Provide ongoing support and leadership to the team, including stepping in as needed to assist with scheduling and coordination after hours for interpretation or translations.
- Collaborate with President to identify, attract, and retain new Language Service clients.
- Develop strategies to expand the customer base, increase departmental revenue, and enhance the organization’s reputation as a trusted language service provider.
- Build and maintain strong relationships with clients, ensuring satisfaction and long-term partnerships.
- Develop and manage the department’s annual budget, focusing on revenue growth and operational efficiency.
- Oversee billing processes, ensuring timely and accurate preparation of reports and collections in collaboration with the accounting team.
- Coordinate the Social Enterprise Board Committee to explore new business opportunities and drive departmental growth.
- Prepare monthly reports for internal stakeholders, providing insights into performance and progress.
- Ensure accurate data input and maintenance of customer information in systems, including scheduling software and CRM tools.
- Oversee the collection and organization of client details, service requests, and feedback to inform reporting and decision-making.
- Regularly review customer data to identify trends and opportunities for improving service delivery and client relationships.
- Perform other duties as assigned.
Qualifications
- Bachelor’s degree in Language Services, Business Administration, or a related field, or equivalent professional experience.
- At least two years of experience in language services management, including interpretation, translation, or cultural services.
- Fluency in Spanish and English (written and verbal) is required.
- Proficiency in technology, including interpreter scheduling software and CRM tools (preferred).
- Proven ability to attract and retain customers, negotiate contracts, and grow departmental revenue.
- Strong leadership skills with experience recruiting, developing, and retaining high-performing teams.
- Advanced project management skills with the ability to set and meet goals, prioritize tasks, and drive results.
- Strong understanding of compliance standards and regulations related to language services.
- Personal qualities of integrity, credibility, and a passion for advancing equitable access to language services.
- Exceptional communication skills with a keen attention to detail and the ability to build strong client relationships.
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $50,000 - $55,000