Team Manager
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Job Description
Team Manager role leading Video Interpreters at Convo Communications. Ensuring operational excellence and people-centered leadership for effective communication access.
Responsibilities:
- Lead and manage a large team of Video Interpreters with integrity, authenticity, and accountability.
- Foster a safe, diverse, and inclusive team culture grounded in collaboration, respect, and psychological safety.
- Conduct regular 1:1 meetings, performance conversations, and development planning sessions.
- Provide mentorship, professional case conferencing, and coaching to support interpreter growth and resilience.
- Support conflict resolution and guide interpreters through the Support Improvement Program when applicable.
- Participate in recruitment efforts, including candidate assessments and interviews.
- Monitor daily operations to ensure alignment with Convo standards, CRTC regulations, CAV guidelines, and applicable provincial and labour requirements.
- Partner with Workforce Management and Operations teams to ensure staffing alignment and service continuity.
- Approve timecards and complete required operational reports with accuracy and timeliness.
- Step in to interpret (Deaf or Hearing Interpreter) when operationally necessary to support service delivery and maintain team connection.
- Analyze daily, weekly, and monthly Interpreter Service Index reporting and related performance data.
- Review customer feedback and quality metrics to identify coaching opportunities and performance trends.
- Ensure interpreters remain informed and up-to-date on product updates, procedural changes, and company initiatives.
- Drive accountability while balancing performance expectations with interpreter well-being.
- Collaborate with Interpreter Operations, Quality Assurance, Workforce Management, and People & Culture to align on standards, performance, and workforce needs.
- Represent Convo’s values and mission in cross-departmental initiatives and discussions.
Requirements:
- Fluency in American Sign Language (ASL)
- Minimum 2 years of professional interpreting experience
- Prior people management or team leadership experience
- Strong understanding of interpreting work, including the cognitive, emotional, and ethical demands of the profession.
- Demonstrated ability to coach, mentor, and manage performance with professionalism and discretion.
- Experience handling sensitive and confidential information with sound judgment.
- Strong communication, observation, organizational, and time management skills.
- Ability to analyze data and translate reporting insights into actionable coaching or operational adjustments.
- High level of cultural competence and commitment to Diversity, Equity, Inclusion, and Belonging.
- Ability to work a flexible schedule in a fast-paced service environment.
- Ability to travel locally and long-distance as required.
Benefits:
- Flexible schedule
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