Spanish Interpreter/Operator
San José, San José Province, Costa Rica
hace 2 días
  • San José, San José Province, Costa Rica
  • Spanish Interpreter / Operator

    Location : San Jose, Costa Rica

    Summary : The Spanish Interpreter / Operator will have a hybrid role. They will work as an interpreter during periods of peak volume.

    When interpreting, they are primarily responsible for handling calls on demand and renders meaning of conversations in the consecutive mode between speakers of two different languages.

    The interpreter must possess good memory retention, note taking skills, recognize sensitive cultural differences and be professional and courteous.

    The interpreter uses appropriate industry terminology and understands common industry procedures and practices. The calls may involve but are not limited to subjects in the following fields : legal, healthcare, insurance, finance / banking and community.

    When interpreter services are not needed, the interpreter will switch roles in the Voice Portal and assist by connecting inbound customer calls to the appropriate interpreter.

    The split between interpretation and operator support will be determined by volume, demand, and coverage requirements and may vary at times as needed.

    Once the candidate completes training, they will work 2 days in the San Jose, Costa Rica office and 3 days from home. The necessary equipment includes note pads, writing utensils, glossaries or dictionaries, a dedicated landline and headset / telephone, computer, and highspeed internet with the ability to hard wire into a modem (download and upload speed of at least 5 MB).

    Candidates must also be able to obtain a backup U.S. based VOIP number to use if Lionbridge Lync / Skype experiences an outage.

    Candidates must also be able to report to the office to finish their shift in the event of a power / internet outage that makes it difficult to work from home.

    This position will need to support U.S. business hours, Monday-Friday.

    Responsibilities :

    Provide complete and accurate over the phone interpretation in the English / Spanish languages during periods of peak call volume by following the complexity, clarity, tone, and style of speech from one language to another while upholding the correct rules for grammar and syntax in both languages.

    Have current knowledge and understanding of all Lionbridge glossaries and terminology lists and follow all interpretation procedures and protocol.

    Adhere to performance benchmarks used to measure interpreter utilization

    Provide operator support by connecting inbound customer calls to the appropriate interpreter and assisting with other admin duties such as scheduling interpreters for appointments or assisting with interpreter correspondence.

    Follow all scripting for operators as set forth by management

    Employ excellent customer service and communication skills, clear enunciation, pleasant and professional voice as well as polite forms of expressions

    Other duties as assigned

    Requirements :

    1 year + of experience in the language services / call center industry

    Ability / willingness to switch from operator to interpreter support and vice versa as needed

    Ability / willingness to work some Costa Rican holidays if requested

    Must be able to attend to multiple tasks in a high-pressure environment and possess an attention to detail.

    Must be able to work independently and be reliable

    Ability to achieve monthly utilization benchmarks

    Excellent verbal / written communication skills in English and superior customer service skills.

    Computer literacy including ability to use the Microsoft Office suite, Chrome, Mozilla, and IE

    Candidate should be able to learn new technology at an accelerated pace

    Education :

    BA / BS Degree in business, languages, translation, interpretation, or related fields preferred

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