Operations Coordinator - Raleigh
7 hours ago
Job description
Benefits:
- Competitive salary
- Opportunity for advancement
- Training & development
Position Summary
Global Language System (GLS) is seeking a detail-oriented Operations Coordinator to support daily service delivery for Over-the-Phone Interpretation (OPI), Video Remote Interpretation (VRI), On-site interpreting, and document translation projects. This role is responsible for coordinating workflows, supporting scheduling coverage, maintaining accurate records, tracking KPIs, and ensuring smooth communication between clients, linguists, and internal teams.
Key Responsibilities
- Coordinate daily workflows for interpreting and translation requests (OPI, VRI, on-site, and document projects)
- Support scheduling operations: monitor open requests, confirm staffing, manage updates/cancellations, and escalate urgent needs
- Serve as a primary point of contact for clients and linguists for operational questions (email/phone)
- Communicate job details, requirements, logistics, and changes clearly to clients and linguists
- Maintain accurate records in scheduling/CRM systems and trackers (job details, assignments, rates, times, service logs, timesheets, and supporting documentation)
- Track operational KPIs and prepare basic weekly/monthly reporting (fill rate, response time, cancellations, interpreter on-time rate, volume trends)
- Support vendor/linguist onboarding coordination: collect documents, track credentials/compliance items, and route for approvals
- Assist with invoicing support tasks and documentation readiness (timesheet validation, service logs, exception notes)
- Support quality processes (issue logs, feedback collection, corrective actions, QA checks)
- Ensure confidentiality and compliance with privacy and quality requirements (HIPAA where applicable; client protocols; internal SOPs)
- Identify process gaps and recommend improvements to reduce delays and errors
- Coordinate internal tasks with Project Managers, Talent Acquisition, and Accounting to ensure timely service delivery
Key Requirements (Qualifications & Skills)
Operations & Scheduling
- Proven experience coordinating daily operations in a fast-paced environment (scheduling, dispatch, staffing, or service operations)
- Ability to manage high-volume requests and prioritize urgent items (same-day/last-minute coverage)
- Experience supporting OPI / VRI / on-site scheduling workflows (preferred) or similar multi-channel service delivery
- Strong follow-through on assignment confirmations, changes/cancellations, and escalation procedures
Client & Linguist Communication
- Professional phone and email communication skills; able to serve as a primary point of contact
- Strong customer service mindset and ability to manage difficult situations calmly (no-shows, urgent fills, client complaints)
- Ability to clearly communicate job requirements, logistics, and updates to both clients and linguists
Systems, Data & Documentation
- Strong computer skills and comfort using scheduling/CRM tools, shared trackers, and cloud tools
- High attention to detail for maintaining accurate records (job details, assignments, rates, timesheets, service logs, and documentation)
- Ability to prepare basic weekly/monthly reports and track operational KPIs (fill rate, response time, cancellations, on-time rate, volume trends)
Vendor Onboarding & Compliance
- Experience coordinating onboarding tasks (collecting documents, tracking credentials, routing approvals)
- Ability to support compliance tracking and documentation readiness for invoicing and audits
- Understanding of confidentiality requirements and HIPAA basics (or willingness to be trained)
Quality & Continuous Improvement
- Ability to log issues, support corrective actions, and follow QA processes
- Strong problem-solving skills to identify process gaps and recommend improvements to reduce delays/errors
Finance / Invoicing Support
- Ability to support invoicing readiness (timesheet validation, service logs, exception notes)
- Experience assisting Accounting with invoice processing or reconciliation (preferred)
Additional Requirements (Recommended)
Education & Experience
- 1–3+ years experience in operations, scheduling, dispatch, staffing, or service coordination
- Associate/Bachelor's degree preferred (Business, Healthcare Admin, Operations, etc.)
Availability & Work Style
- Ability to work set business hours in office with flexibility for urgent coverage
- Strong time management and ability to handle multiple tasks with minimal supervision
- Reliable attendance and responsiveness (critical for fill-rate performance)
Preferred "Nice-to-Haves"
- Experience in language services, healthcare, government contracting, or call-center operations
- Bilingual (Spanish or other language) is a plus, not required
- Familiarity with ISO/quality systems, SOPs, and documentation control (plus)
What We Offer
- Competitive compensation (based on experience)
- Training and growth opportunities in a mission-driven language access organization
- A collaborative team environment focused on quality, compliance, and client satisfaction
How to Apply
Submit your resume and a short note highlighting your scheduling/operations experience and comfort working in a fast-paced service environment.
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