Operations Coordinator

Benefits

• Competitive salary
• Opportunity for advancement
• Training & development

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.

• 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

• 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)
• Experience assisting Accounting with invoice processing or reconciliation (preferred)

• 1–3+ years experience in operations, scheduling, dispatch, staffing, or service coordination
• Associate/Bachelor’s degree preferred…