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Shift Operations Coordinator - US Support

1 month, 3 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
PerfectServe

PerfectServe

PerfectServe provides a comprehensive and secure care team collaboration platform designed to optimize provider scheduling and streamline clinical communication, thereby enhancing patient care and ensuring HIPAA compliance.

Internet Software & Services
251-1K
Founded 2000
$33M raised
View All Jobs 12

Description

  • Lead shift operations and serve as the primary point of contact for operational needs during assigned hours.
  • Support shift performance across phone, ticket, productivity, quality, service levels, and CSAT.
  • Provide real-time direction to agents through coaching, queue management, workload balancing, and escalation support.
  • Monitor intraday performance and adjust priorities to maintain service levels.
  • Identify operational risks quickly and take corrective action, escalating issues when necessary.
  • Ensure smooth shift-to-shift transitions by documenting key updates, issues, and risks.
  • Partner with managers to share performance trends and improvement opportunities.
  • Support and develop a small team of assigned agents through weekly 1:1s, feedback, and recognition.
  • Partner with managers on performance management efforts, including formal improvement plans when needed.
  • Adapt to changing business needs, including new tools, processes, and priorities.

Requirements

  • 2+ years of experience in a support center or contact center environment.
  • Prior coaching and/or leadership experience.
  • Strong real-time decision-making skills.
  • Experience with workforce management tools and/or ticketing systems such as Zendesk or Five9, or equivalent, preferred.
  • Ability to work a fixed shift in a 24/7/365 environment including one weekend day.
  • Willingness to work evening or overnight shifts, which are eligible for shift differential incentive pay.

Benefits

  • Salary range of $60,000-$65,000 USD per year.
  • Remote-first work environment.
  • Health, dental, vision, life, and disability insurance options available on day one.
  • 401(k) with company match and immediate vesting.
  • 17 company holidays, 2 floating holidays, and a competitive paid time off policy.
  • Internal advancement opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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