L&I Bilingual Spanish Program Support Supervisor 2

State of Washington•Thurston County – Tumwater, WA

3d•Onsite

About The Position

The Washington State Department of Labor & Industries (L&I) is seeking a dedicated and experienced leader to supervise their Bilingual Translation Unit at their Tumwater headquarters. This role involves leading a team of six bilingual Spanish staff members responsible for translating agency materials and supporting Spanish-speaking customers across Washington. The position is an in-office role in Tumwater, WA (HQ) and offers an opportunity to lead language equity in public service, ensuring clear, timely, and culturally appropriate communication for workers, employers, and health care providers. The supervisor will also provide coverage in the manager’s absence.

Requirements

High school graduation or equivalent AND Three years of applicable experience in the program specialty OR equivalent education/experience.
Demonstrated skill in supervision, communication, multitasking, and problem solving.
Supervision, coaching, and performance management.
Advanced Spanish translation and interpretation.
Effective conflict resolution and customer service.
Time and workload management in a fast-paced environment.
Professional communication – both written and verbal.
Attention to detail and strong decision-making skills.
Proven ability to read, write, and communicate fluently in both Spanish and English.
Ability to take action to learn and grow.
Ability to take action to meet the needs of others.
Pass a verbal and/or written bilingual Spanish exam.
Work authorization that does not require sponsorship by the employer for a visa now or in the future.
Provide proof of identity and eligibility to work in the United States on the first day of employment.

Nice To Haves

One year of experience as a supervisor.
Experience assisting customers in both English and Spanish regarding complaints or problems (will substitute year for year for education).
One year of experience in call center operations.

Responsibilities

Plan, guide, and mentor a team of six bilingual staff, ensuring high-quality service and translation accuracy.
Oversee daily operations, assign translation tasks, review work for quality assurance, and help develop staff through coaching and training.
Analyze workflows and improve call routing systems, translation templates, and customer support strategies.
Translate or oversee translations of crucial documents, including legal orders, forms, medical terms, and public materials.
Communicate directly with Spanish-speaking customers, ensuring they understand their rights, services, and responsibilities in both English and Spanish.
Serve as acting Customer Service Manager when necessary, leading teams to meet the agency’s mission.
Lead compliance efforts tied to federal language access agreements, ensuring that Limited English Proficient (LEP) customers receive equal access to services.