Scheduled Services Manager

Come work for BIG Language Solution's as a Scheduled Services Manager!

We are searching for talented, highly motivated people.

Position Summary:

Responsible for the daily oversight and strategic management of scheduled interpreting services across modalities (Onsite, VRI, and OPI), with a focus on quality, compliance, and customer satisfaction. This individual must bring deep industry knowledge of LSP operations, especially in handling minimum guarantees, milage, ASL demands, state and federal compliance, and high-volume client expectations. The ideal candidate will lead a team of coordinators and interface with providers, clients, and internal stakeholders to ensure timely, cost-effective, and scalable fulfillment of interpreting requests.

Key Responsibilities

Team Leadership & Operational Oversight

• Manage, coach, and develop a team of schedulers responsible for coordinating Onsite, VRI, and OPI appointments across various regions and client accounts.
• Monitor day-to-day operations to ensure service efficiency, proper scheduling coverage, and adherence to client-specific workflows and SLAs.
• Foster a high-performance, service-oriented culture by setting clear expectations, conducting performance evaluations, and leading by example.
• Oversee scheduling operations for large-scale or event-specific assignments (conferences, court proceedings, medical town halls).

Scheduling Strategy & Platform Expertise

• Leverage scheduling platforms (Plunet, proprietary systems) to manage requests, ensure interpreter alignment, and optimize platform utilization.
• Troubleshoot and refine scheduling workflows in collaboration with internal technology and product teams to support automation and performance improvements.
• Ensure interpreters are scheduled in compliance with client preferences, minimum requirements, cancellation policies, and other contractual obligations.

Performance Monitoring & Reporting

• Track, analyze, and report on KPIs such as fill rate, turnaround time, no-show rates, and interpreter utilization.
• Identify trends, service gaps, and risk areas; proactively implement corrective actions or adjustments to improve service outcomes.
• Generate and deliver regular internal and client-facing reports that provide transparency and performance insights.

Client Support & Stakeholder Collaboration

• Act as the operational point of contact for scheduled services, handling escalations and high-priority or sensitive requests with professionalism and urgency.
• Collaborate with Provider Relations and Recruitment teams to address geographic and language-specific coverage gaps, especially in high-demand or regulated markets.
• Ensure ASL service delivery complies with ADA requirements and state interpreter registries, maintaining up-to-date credentialing protocols.

Sales & RFP Support

• Serve as a subject matter expert for scheduled services during the RFP process, providing insight on workflow capabilities, interpreter requirements, and scalability.
• Assist with drafting and reviewing RFP responses, including pricing input, service scope definitions, and case studies.
• Participate in client solutioning calls and presentations, representing the operational capabilities and service delivery approach of the Scheduled Services team.

• Maintain compliance with interpreter qualifications, registry requirements, and customer-specific mandates, particularly for ASL and other state-regulated services.
• Partner with the QA team to investigate complaints, implement service improvements, and ensure interpreter performance standards are met.
• Ensure consistent documentation of scheduling activities, interpreter communications, and incident resolutions in the appropriate systems.

Required Qualifications:

• 5+ years of experience in a LSP setting, in management of Scheduled Services.
• Strong knowledge of OPI, VRI, and Onsite interpreting models and logistics.
• Demonstrated experience managing ASL services and familiarity with ADA and state compliance requirements.
• Proven ability to manage volume-driven environments with performance and cost targets.
• Excellent organizational and time management skills; ability to work in fast-paced settings.
• Strong interpersonal communication and conflict-resolution abilities.
• Experience using interpreting management systems ( Boostlingo, Cyracom, Stratus, Plunet etc.) and general business software (MS Office Suite, Google Workspace).

Preferred Qualifications:

• Bachelor’s degree in Business, Linguistics, Communications, or a related field.
• Working knowledge of state interpreter registries and credentialing processes.
• Experience working with unionized interpreter labor pools or state-contracted ASL programs.
• Bilingual or multilingual abilities a plus.