In - Person Interpreter providing language access in healthcare settings at Advocate Health system. Proactively responding to language requests through various interpreting modalities during M - F daytime hours.
About the role
- Localisation Vendor Experience Manager optimizing supplier support and onboarding for Welocalize. Ensuring high efficiency in managing daily interactions within the localization ecosystem.
Responsibilities
- Drive world-class supplier support by optimizing the ticketing and knowledge management ecosystem (Zendesk, Junction, Workday, Hyperwallet), where previous experience is essential.
- Represent the Welocalize brand within the support and onboarding functions to ensure we remain a preferred partner for our global network.
- Execute functional projects and strategies to identify and resolve operational bottlenecks.
- Align onboarding activities with business objectives using data-driven insights and market knowledge.
- Improve training programs to maximize support quality and accelerate vendor time-to-productivity.
- Architect Excel and Power BI reports to track KPIs and provide actionable insights to leadership.
- Implement AI-driven initiatives and process automation to improve the scalability of the support function.
- Resolve complex functional escalations and team challenges with a solution-oriented approach.
- Deliver a consistently excellent experience for a global community of 200,000+ workers in alignment with company vision.
- Govern the end-to-end worker journey and all associated business processes to ensure operational compliance.
- Provide high-level customer service to the global supplier base via the ticketing and knowledge management system.
- Collaborate cross-functionally to resolve complex issues affecting external partners.
- Streamline the onboarding journey to ensure new members join the network efficiently.
- Identify key touchpoints for manual intervention to provide "white glove" support when necessary.
- Optimize tools and platforms using a customer success mindset to improve process efficiency.
- Report on support team effectiveness by measuring quality, volume, speed, and overall performance.
Requirements
- Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
- 5 years of experience in service delivery, operations, or production.
- 3 years of experience within the language services industry or global localization markets.
- Proven track record in a fast-paced, client-centric environment with the ability to adapt to shifting business needs.
- Strong organizational skills with the ability to maintain clarity and manage information in high-volume settings.
- Experience working with a helpdesk ticketing system, such as Zendesk
- Excellent communication skills and a meticulous attention to detail while meeting strict deadlines.
- Objective, solution-oriented approach to complex challenges and a demonstrated ability to mitigate operational risks.
- Collaborative mindset with a focus on contributing to and driving team success.
- Advanced knowledge in project management, account management, or recruitment workflows.
- Quick learner with the ability to master new tools and prioritize projects based on urgency and business impact.
- Fluency in written and verbal English
- Strong computer literacy, MS Office, e-mail, internet, tech savvy
- Positive and energetic, thrives in all kinds of social situations, regardless of culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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