Sorenson Interpreting Team Lead Interpreter (In Center-Milwaukee, WI)

Salary Range: $30 - $55 (depending on location, education, and certifications)

Location: Milwaukee, WI

Hours Requirement: Full-time 32 hours per week

Company Summary

Our Mission...Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision...To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson's impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities. As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.

Job Summary

Sorenson Communications (VRS) performs ASL interpreting services that are regulated by the Federal Communications Commission. These regulations include requirements on answer times, prohibitions on hang-up, and mandates on absolute confidentiality. Calls cannot be recorded, and there are no transcriptions of calls. All call content must be kept strictly confidential.

The Team Lead does not have direct reports. The Team Lead, at the direction of the Interpreting Director, is responsible for overseeing, supporting and day-to-day supervision of any (or all) of these areas of interpreting; a VRS call center/centre, a geographical area of community, or a geographical area of At Home VRS Interpreters, which could include up to 50+ Interpreters.

Qualified individuals will be expected to perform lead duties and American Sign Language (ASL) interpreting services in support of our Directors and Leadership Team and established Interpreters. This position will be on a full-time 32 hour (US and Puerto Rico) and full-time 33 hour (Canada) per week basis with the expectation of a minimum of 60% of the time spent interpreting and providing interpreting services based on business needs. This position would require a mix of administrative duties in support of interpreters and their areas as assigned.

Team Leads are a Full-time 32 hourly position. Hourly wages for Team Leads will be determined by certification level, geographic location, years of experience and educational level. Team Lead Wage Ranges are $30 - $55 per hour.

Team Leads are expected to interpret 60% of their time (19-20 hours). The remaining 40% of their time will be schedule as admin/supportive time (12-13 hours).

Team Leads may schedule additional hours (up to 40 hours total), however any additional time MUST be interpreting time.

Team Leads will have a primary focus (VRS, Community or VRI). Interpreting time should be scheduled primarily in one of those platforms. Under special circumstance (business needs) the Team Lead may schedule in one of the other platforms under the direction and supervision of their director.

The Team Lead's primary roles are:

• Interpret in accordance with business needs
• Engaging/Supporting other interpreters*

*The Team Lead role is imperative to help ensure the interpreter workforce is feeling connected and supported. The Team Lead acts to help engage with interpreter either in person (where available), in Teams chats and channels and over Teams Calls. The Team Lead supports the director by keeping them connected with interpreter issues. The Team Lead will help the director stay engaged with the interpreting workforce.

The Team Lead secondary role may include:

• Supportive Training
• Special Projects under the supervision and direction of the director only.
• Follow ups on customer service trainings

Team Leads with a VRS Focus will need to work with their operations coordinator to schedule hours M-F (9a-6p local time); in addition, 6 of those interpreting hours should be on a Monday and/or Friday.

Weeks that include a holiday - Team Leads should schedule their 6 hours of interpreting time on the Tuesday after the Holiday.

Team Leads with a Community Focus will be offered CI First Offers along with the CI Full Time interpreters. In the event that community jobs are short of the 19-20-hour requirement, CI Team Leads will be expected to work with their operations coordinator to make up hours in VRS.

Essential Duties and Responsibilities

• Supervise daily operations of interpreters.
• Ensure full compliance through training and support
• Work with Sorenson Leadership team to promote and maintain a collaborative environment that drives culture and connection
• Maintain a minimum of 60% of time interpreting based on business needs
• Support training and mentoring of interpreters
• Work effectively in fast paced, dynamic, highly technical environment
• Work effectively and collaboratively in a team environment
• Interpreters will effectively interpret between American Sign Language (ASL) and/or spoken English and/or Spanish
• Maintain, as applicable, compliance with any national, state/provincial, or local licensure and/or certification requirements
• Demonstrate full compliance with Sorenson standards and policies, and the RID/CASLI Code of Professional Conduct
• Demonstrate full compliance with Sorenson Communications Core Competencies
• Demonstrate full compliance with Sorenson Communications attendance policy and schedule adherence
• Conduct and Support New Hire Training for interpreters
• Train and support interpreters in equipment set up and technology maintenance as needed
• Perform Quality Assurance Checks through interpreter observations and provide feedback as directed
• Support the Director in daily operational functions
• Support the Director, when needed, in all aspects of the management of the team
• Help maintain morale and educate VIs on new processes, policies, and procedures
• Support recruiting efforts for potential employees
• Coach VIs and alert management to address areas of concern with regards to call process, login percentage, attendance, behavior/behaviour, dress code, or any other areas of concern
• Maintain professional development in interpreting and leadership through continued education training
• Represent Sorenson with integrity, authenticity, and engaging leadership with the utmost professionalism.
• Set the standard for performance, attitude, appearance, and teamwork through promoting and maintaining a positive work environment
• Ensure quality and clarity when communicating with all employees including Directors, WFM, colleagues, VIs, HR, etc.
• Complete assigned tasks/duties, projects and paperwork promptly, accurately, and within approved guidelines as directed by leadership based on business needs

Supervisory Responsibility

This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions in the department.

Travel Requirements

Travel Requirements: Less than 25%

Education

Experience

Knowledge, Skills, and Abilities

• National/State/Provincial Certification preferred
• Previous management or leadership experience preferred
• Professional interpreting experience required
• One or more of the following screening results required
  
  
  
  • QSSR Score of 80+
  • Level 2 or above
  • Blue or Gold outcome
  
  
  
  

Working Conditions and Physical Requirements

• Physical Demands
• Able to sit/stand for a long period of time in an office environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components.
• Regular and predictable attendance required
• Positive attitude, team player, good interpersonal communication skills and able to work across company departments
• This position has access to highly confidential, sensitive information relating to the employees and customers of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply at www.captioncall.com/careers

Apply today! www.sorensonvrs.com/svrs_careers

Equal Employment Opportunity:

CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.