Job Title

Transcription Operations Supervisor

South Africa, Western Cape
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Market Related
Area: South Africa, Western Cape
Sector: Communications
Posted: 22 March 2024

Job Details

Way With Words is seeking an energetic, dynamic, language lover to work with our Head of Transcription Operations in managing the day-to-day operations of Way With Words’ transcription and captioning service areas. 


The role includes: 

o   Client and supplier liaison (telephonic, email and in-person)  

  • New and existing client correspondence;
  • Client queries and complaints;
  • Onboarding of clients to system;
  • Account management of standard and Key Account clients; 

o   Contractor liaison

  • Assigning recordings to contractors;
  • Liaison regarding file information, file rates, flagging issues with files; 

o   Workflow management

  • Liaison with tech team for workflow system bugs and fixes, updating requirements, liaison with various teams in this regard;
  • Processing orders received on in-house platform;
  • Assigning to transcribers based on competencies, turnaround times, custom client requirements;
  • Assisting clients with upload queries and issues;

o   Sales and marketing

  • Email marketing campaigns targeted at various industries, using various manual and automated methods and platforms;
  • Liaison with large volume project enquiries, clarifying parameters and requirements, connecting to relevant project manager;

 o   Project management

  • Client and contractor liaison and workflow management for custom projects outside of standard service offerings; 

o   Team liaison

  • Liaising within Operations team;
  • Liaison with CEO and COO on marketing campaigns;
  • Liaison with Recruitment team;
  • Ad hoc responsibilities.

Our ideal candidate: 

  • Showcases a passion for the English language, with the verbal and written communication skills to assist clients and contractors;
  • Has an eye for detail;
  • Can work with international, deadline-driven clients; 
  • Can work within international business hours; 
  • Has no fear of learning new skills on the go;
  • Is able to work independently, as well as collaboratively as part of a vibrant and energetic team;
  • Is able to prioritise effectively under pressure;
  • Has their own transport;
  • Has a qualification related to linguistics or English (not mandatory, but advantageous);
  • Is able to start by 1 May, or before.