Operations Coordinator

Global Impact Group LLC•Raleigh, NC

4h•Onsite

About The Position

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.

Requirements

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
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
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)
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)
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
Ability to support invoicing readiness (timesheet validation, service logs, exception notes)

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)

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