Shift Operations Coordinator

PerfectServe

Shift Operations Coordinator leading shift operations in a remote setting for a healthcare communication provider. Ensuring high-quality service and operational effectiveness in a 24/7 support environment.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Support shift performance across phone, ticket and other interaction service levels, productivity, quality, and CSAT.
Provide real-time direction to agents, including coaching, queue management, workload balancing, and escalation support.
Monitor intraday performance and help adjust priorities to maintain service levels.
Identify operational risks in real time and take corrective action, escalating when necessary.
Ensure smooth shift to shift transitions by documenting key updates, issues, and risks.
Reinforce operational standards and support a culture of open communication and accountability.
Partner with Managers to share insights on performance trends and opportunities for improvement.
Take initiative in adapting to evolving business needs, including new tools, processes, and priorities.
Drive engagement and retention through consistent coaching, feedback, and recognition.
Support and develop a small group of assigned agents (typically 5–6).
Conduct weekly 1:1 coaching sessions with a focus on performance trends, skill development, and engagement.
Provide timely, constructive feedback to support growth and improvement.
Actively support coaching and development of assigned agents. Partner closely with Managers on performance management efforts, including formal improvement plans when needed.
Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.

Requirements

What you’ll need

2+ years of experience in a support center or contact center environment
Experience with workforce management tools and/or ticketing systems (e.g., Zendesk, Five9, or equivalent) preferred
Strong real-time decision-making skills.
Prior coaching and/or leadership experience.

Benefits

Comp & perks

Remote first work environment
Health, Dental, Vision, Life and Disability Insurance options available day one.
401K - with match and immediately vested.
17 company holidays, 2 floating holidays plus competitive paid time off policy
Internal Advancement Opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementticketing systemsreal-time decision-makingcoachingperformance management

Soft Skills

communicationaccountabilitycollaborationinitiativeengagementfeedbackownership