Lango is a technology-enabled language management platform with one simple mission: to unify the entire language service workflow in one place. We build connections across languages to enable people to live their best lives.
We currently serve over 4,500 customers across the United States in healthcare, education, government, and legal settings. We connect our customers with in-person, virtual, phone, and AI interpreting and translation services spanning 200 languages including American Sign Language.
Lango is a global company with offices in Austin and New York City as well as Europe and Latin America. We are backed by Mucker Capital.
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We are currently hiring an Interpreter Relations Specialist (IRS) to be the main point of contact for our team of interpreters and ensure they remain engaged, motivated, trained and ready to fill Lango assignments. The IRS utilizes all interpreter retention programs and works with our contract interpreters to build strong, long-lasting relationships. The IRS will report on and analyze interpreter KPIs and metrics and ensure that training and compliance programs meet Lango and regulatory standards.
Essential Duties:
- Partner with our Interpreter team to address their needs and feedback
- Implement active Retention Plan that is routinely reviewed and redesigned
- Take ownership of the interpreter experience ensuring job satisfaction and engagement
- Work with Onboarding Specialist and Training to facilitate candidate testing and assignment requirements to ensure all qualifications are met before activation
- Maintain continuing education, professional development, and training opportunities and requirements for interpreters
- Develop, distribute, and train new partners on platforms, processes, contacts and procedures
- Actively initiate and engage in companywide efforts to ensure excellence in retention and satisfaction
- Manage daily and weekly activity reports related to interpreter credential compliance
- Prepare documentation and/or records for annual audits
- Analyze and prepare reports on client and interpreter KPIs and metrics
- Other duties as assigned
Qualifications:
- College degree preferred
- 3 years customer service experience or equivalent required, interpreter experience preferred
- Technical aptitude – Microsoft Office, interpreter software platforms, phone, etc.
- Proven experience in communicating with a variety of groups at different levels
- Strong organization and project management skills
- Outstanding customer service skills
- Working knowledge of industry norms, requirements, and regulations
- Ability to work independently and in a group setting
