Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.
Job Description
Position: OPI Real Time Analyst
Department: OPI/VRI
Reports to: OPI/VRI Real Time Analyst Team Lead
Location: Head Office, 5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, London, EC3R 8AD
LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 30-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.
Main Job Purpose
To monitor and manage interpreter resource with the aim of ensuring optimal coverage for customers using LanguageLine’s Telephone Interpreting Service.
Specific Tasks
1. To monitor real time interpreter connection time data and take necessary action in the relevant languages to boost coverage for supply and demand service.
2. To review volumes of available call agents and average call answer times and communicate with Real Time Operations in the US team to ensure remedial action is taken when necessary.
3. To identify trends which may compromise desired fulfilment levels and present innovative ideas on how to tackle the subject.
4. To develop profiles for language groups and create an up-to-date picture of our interpreter resource in each required language. To identify languages where recruitment is needed.
5. To produce and update multiple reports on a regular basis and analyse the data and present findings clearly and confidently, monitoring trends and patterns.
6. Participation in update calls with senior management in the UK and US teams.
7. To respond appropriately to emails/calls and to assist with any other ad-hoc duties and reports which may be required by the department.
8. Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook.
9. Any other duties appropriate to the position.
Person Specification
The following range of experience, knowledge and skills are required:
Essential
1. Degree or equivalent experience.
2. Customer service.
3. Data analysis.
4. Excellent analytical skills with ability to rationalise findings.
5. Proactive and innovative approach.
6. Confident telephone manner.
7. Advanced Microsoft Excel skills.
8. Establish credibility with freelance interpreter base.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
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