OPI Real Time Analyst

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Job Description

Position: OPI Real Time Analyst

Department: OPI/VRI

Reports to: OPI/VRI Real Time Analyst Team Lead

Location: Head Office, 5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, 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 30-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

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

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