Shift Operations Coordinator - US Support

1 hour, 29 minutes ago
Full-time
Junior
Customer and Technical Support
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

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

Similar Roles

Private Market Specialist

Mercer Advisors 251-1K Capital Markets

Mercer Advisors is hiring a Private Market Specialist to provide operational support for its Private Investments team in servicing client needs and ensuring smooth execution of private investment activities.

CRM Salesforce
29 minutes ago

Registered Nurse - FuzeRx

Fuze Health Health Care Providers & Services

Fuze Health is seeking a Registered Nurse to support its FuzeRx Central Operations telehealth team by providing remote outreach to Medicare members and helping close quality measures through compassionate virtual care.

49 minutes ago

Portuguese Speaking Jobs In Greece - Work In Greece - Fully Paid Relocation

Mercier Consultancy Professional Services

Mercier Consultancy MD is hiring Portuguese-speaking customer support professionals in Greece to assist customers across travel, hospitality, and other service sectors.

1 hour, 13 minutes ago

Entry-Level Automotive Detailer / Lot Attendant Post Production

Carvana 10K-50K Automotive

Carvana is hiring entry-level automotive team members to inspect, detail, move, and photograph vehicles in its high-tech reconditioning centers before they reach customers.

1 hour, 14 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers