Resource Specialist
San Jose, Costa Rica
hace 3 días

TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Resources Coordinator is responsible for onboarding, answering service inquiries, monitoring, troubleshooting, and maintaining remote resources independent contractors.

The Coordinator is part of the Remote Resources team and reports to the Workforce Optimization Manager.

Position Responsibilities :

  • Functions as the point of contact for remote resource inquiries regarding system, payments, and other general information
  • Responsible for the onboarding and activation of contracted resources
  • Monitor and report on the status and activities
  • Utilizes reporting tools as needed to provide peak time information, utilization, and other data points
  • Assists remote interpreters with software and connectivity issues
  • Works with training and quality department in terms of coaching, deactivating and skilling remote interpreters
  • Works with Operations management and TTQ regarding distributing important updates, disclosures and other information to remote interpreters
  • Verifies monthly DCRs, corrects amounts if needed and sends DCRs to remote interpreters
  • Makes recommendations to Management team to improves service levels
  • Assists other departments in the company.
  • Is knowledgeable in the variety of processes, practices, and concepts that involve other departments
  • Can troubleshoot most client or interpreter phone related issues
  • Calls out to interpreters to log in when resources are low in top languages
  • Assists with special projects as required
  • Requirements :

  • High School diploma or GED with relevant; Preferred : Bachelor’s Degree in a relevant field
  • 2+ years experience in a call center environment
  • Excellent computer skills Windows, Microsoft Office and ability to learn new applications quickly
  • Familiarity with TRI’s software systems
  • Ability to work in a team environment and independently under pressure
  • Typing 30+ WPM
  • Reliability, punctuality must be able to work flexible hours when required
  • Preferred : Interpreting experience
  • Excellent communication, business writing and organizational skills
  • Strong problem-solving skills and the ability to work under pressure
  • Ability to lead, direct and motivate others
  • Understanding of KPI's and how to use this information to improve processes and customer experience
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