Job Description
Position: Real-Time Analyst
Department: OPI/VRI
Reports to: OPI/VRI Operations Manager
Location: Hybrid - Home and London, EC3R 8AD
LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 41-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.
Main Job Purpose
To monitor and manage interpreter resource with the aim of ensuring optimal coverage for customers using LanguageLine’s Telephone Interpreting Service.
Specific Tasks
- To monitor real time interpreter connection time data and take necessary action in the relevant languages to boost coverage for supply and demand service
- To review volumes of available call agents and average call answer times and communicate with Real Time Operations in the US team to ensure remedial action is taken when necessary
- To identify trends which may compromise desired fulfilment levels and present innovative ideas on how to tackle the subject
- To develop profiles for language groups and create an up to date picture of our interpreter resource in each required language. To identify languages where recruitment is needed
- To produce and update multiple reports on a regular basis and analyse the data and present findings clearly and confidently. Monitoring trends and patterns
- Participation in update calls with senior management in the UK and US teams
- To respond appropriately to emails/calls and to assist with any other ad-hoc duties and reports which may be required by the department
- Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook.
· Any other duties appropriate to the position
Person Specification
The following range of experience, knowledge and skills are required:
Essential
- Degree or equivalent experience
- Customer service
- Data analysis
- Excellent analytical skills with ability to rationalise findings
- Proactive and innovative approach
- Confident telephone manner
- Advanced Microsoft Excel skills
- Data analysis
- Establish credibility with freelance interpreter base
This role is subject to an enhanced DBS Disclosure
Job Type: Temporary contract
Contract length: 7 months
Salary: Up to £26,000.00 per year
Benefits:
- Casual dress
- Cycle to work scheme
- Employee discount
- Work from home
Schedule:
- Monday to Friday
- No weekends
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How soon could you start?
Experience:
- compliance/analyst: 1 year (required)
Work Location: Hybrid remote in London
Reference ID: R7076
Expected start date: 03/07/2023