The Senior Team Lead, Interpretation & Translation Services (ITS) guides agency-wide service delivery and provides daily oversight, supervision, and leadership to the ITS team. The ITS Sr. Team Lead works under the direction of the Assistant Director, Admissions & Recruitment. Provides guidance on multiple language requirements. Responds to interpretation and translation-related inquiries and liaise with internal departments and external vendors, to ensure quality and timely interpretation and translation service delivery agency-wide. Ensures ethical treatment of clients including sensitivity to cultural diversity by supervising interpretation and translation professionals and monitoring the quality of their performance and service provided to limited English-speaking clients. Serves as a role model for interpretation/translation practices and interfaces with all levels of the agency and community partners. Ensures compliance with federal, state, and local regulations. Corresponds and networks with external agencies regarding the needs of multicultural communities. Applies professional/managerial principles and judgment, with an overall direction established by senior management. Performs advanced troubleshooting or analysis; uses judgment to select from multiple known alternatives. Frequent interaction to provide detailed procedural explanations or technical responses and/or occasional contact to negotiate basic agreements.
- Manage and coordinate agency-wide interpretation and translation services. Ensure accuracy and CAP branding of translated materials through quality assurance and auditing processes, including spot-check reviews and proofreading of material from internal translators and from external vendors.
- Coordinate with contracted community service agencies to provide interpretation and translation services for families and clients. Serve as the liaison for interpretation and translation requests from headquarters, service areas and other support services. Coordinate and support ITS service delivery to the ECP Policy Council.
- Ensure interpretation and translation services meet the evolving needs of the agency, including developing and deploying guidelines and procedures for service delivery.
- Collaborate with Assistant Director to oversee budgets, contracts, and invoices for external translation vendors and develop regular reporting of translation volume and expenditures. Manage vendor relationships and coordinate the delivery of high-quality services that arrive on time, including tracking status and monitoring overall client satisfaction.
- Recommend and manage utilization of translation management platforms and technology in support of agency translation needs. Coordinate with internal and external subject matter experts to develop and maintain glossaries and terminology databases, ensuring quality and consistency in translated materials.
- Ensure the following interpretation services are provided to clients as needed or requested: Simultaneous, consecutive and sight translation. Apply cultural knowledge to render an accurate and meaningful interpretation or translation of the original message.
- Proactively maintain partnerships with managers across the agency (headquarters, service areas, school leaders, and other support services) Connect with and guide ITS Associates, interact with parents, and collaborate with community partners.
- Performance Management: Responsible for Associate training, orientation, performance evaluations, performance improvement plans, and all levels of disciplinary actions. Responsible for reviewing, managing, and approving timecards and time-off requests. Coordinate coverage when team members are out of the office and proactively manage issues.
- Assist with processes required to complete and submit the agency's annual Program Information Report.
- Perform other duties as assigned and requested.
- Bachelor's degree in Language Studies, Business Administration, Liberal Arts or General Science Program; or 8 years of the equivalent combination of experience and training required.
- 3-5 years of managerial and job-related experience
- Certification from the American Translators Association or applicable certification program is strongly preferred.
- Completion of the U.S. Department of State three-test series for prospective interpreters is a plus.
- Bilingual English/Spanish (verbal and written) required.
- Cultural Sensitivity: Must be sensitive to cultural differences, dialects, and expectations; knowing the words in different languages and understanding people's cultures.
- Complete fluency and proven communication skills in English and Spanish with excellent written and spoken command of both languages.
- Advanced organizational skills, efficiency skills, and excellent attention to detail with a demonstrated commitment to completing assignments on a timely basis, frequently under tight deadlines.
- Maintains awareness of best practices in the industry and participates in associations to share and learn from best practices.
- Advanced use of Microsoft Office required, including, but not limited to Word and Excel.
- Must have proven successful interpersonal relationship skills to maintain effective and satisfactory working relationships with intra-department and inter-department staff, vendors, clients, visitors, and contractors.
- Ability to follow oral and written instructions with the ability to read, interpret, and present information efficiently and effectively.
- Must be able to accurately audit records and ensure compliance with written or oral guidelines.
- Ability to take initiative and work well under pressure.
- Must maintain strict confidentiality of extremely sensitive data, records, files, conversations, etc.
In-person work and collaboration are requirements for this position. Employees are expected to physically report to the assigned work site as scheduled by the supervisor. At the agency's discretion, this position may be allowed to engage in remote work for specified periods of time or a determined percentage of the work schedule; however, this is not guaranteed. Temporary remote workdays may be approved for circumstances such as, but not limited to, inclement weather, special projects, or travel. These arrangements are approved on an as-needed basis, with no expectation of ongoing continuance. All remote work arrangements are made on a case-by-case basis, focusing first on the business needs of the organization.
Essential Physical & Mental Requirements
Work in a normal office environment. Employee is subject to standing, bending, stooping, lifting, pushing, pulling, walking, and carrying objects throughout daily job performance. Intermittent effort involving lifting amounts between 5 and 25 pounds is required. Work requires moderate attention to detail and deadlines between 15% and 45% of the time. Regular and reliable attendance is required. Driving is required intermittently.