Bilingual Operations & Call Intelligence Coordinator (Remote)

Job Description

Job Description

About the Role

We are seeking a highly analytical and detail-oriented Operations & Call Intelligence Coordinator to support more than 115 funeral home locations across Texas, California, Miami, and Puerto Rico. This is a remote, operations-focused position that combines data management, reporting, process improvement, and call intelligence analysis.

The ideal candidate is naturally curious, technologically savvy, and enjoys solving problems independently. Success in this role requires strong critical thinking skills, attention to detail, and the ability to learn new systems quickly while managing recurring workflows with minimal supervision. Spanish Speaker preferred.

Key Responsibilities

Call Intelligence & Quality Review

• Review daily shopper call recordings and scorecards within the Invoca platform
• Evaluate call classifications and scoring accuracy
• Document findings and provide structured feedback to support coaching initiatives
• Identify missed call signals and update tracking logic to improve reporting accuracy

Reporting & Data Management

• Maintain and update territory-level shopper tracking reports in Google Sheets
• Correct data discrepancies, formatting issues, and formula errors
• Monitor and maintain reporting accuracy across multiple locations and territories
• Perform monthly report rollovers, archiving, and template updates

User & System Administration

• Update user profiles and permissions within the Invoca platform
• Manage password resets and user access requests
• Support ongoing system maintenance and process improvements

Operational Support

• Assist with enterprise call validation projects
• Support automated workflow processes using Google Sheets and Apps Scripts
• Collaborate with internal teams to identify and resolve reporting and data issues
• Recommend process improvements and automation opportunities

Qualifications

Required Skills

• Intermediate to Advanced Google Sheets experience
• Ability to troubleshoot formulas, data imports, and spreadsheet issues independently
• Working knowledge of Microsoft Excel
• Strong attention to detail and data accuracy
• Excellent analytical and problem-solving skills
• Strong written communication skills
• Ability to manage multiple priorities with minimal supervision

Preferred Qualifications

• Experience with Google Apps Script or workflow automation
• Familiarity with CRM, call tracking, or call intelligence platforms
• Experience in operations support, reporting, data coordination, or business analytics
• Knowledge of AI tools and process automation
• Bilingual English/Spanish is a plus

What We're Looking For

The ideal candidate:

• Learns new technology quickly
• Takes ownership of tasks and projects
• Thrives in a remote work environment
• Communicates proactively and professionally
• Enjoys identifying problems and developing solutions
• Is comfortable working with complex reporting structures and large datasets
• Demonstrates intellectual curiosity and a continuous improvement mindset

Work Environment

• Fully Remote
• Collaborative team environment
• Ongoing training and development provided
• Opportunity to support operational initiatives across multiple markets

Technical aptitude, critical thinking, and a willingness to learn are more important than experience with any specific software platform. If you enjoy solving problems, improving processes, and working independently, we'd love to hear from you.