ShyftOff makes contact center ops insanely easy. It's the only agentic workforce delivery platform that manages your human contact center agents for you.
We're looking for a highly organized, people-focused Operations Coordinator to serve as a frontline leader for the agents on our platform. You'll coach and support agents to deliver exceptional customer experiences, meet performance expectations, and stay aligned with client goals.
This role is ideal for someone with leadership qualities. Whether you've formally managed people or have been the “unofficial team lead” in a Customer Experience, Customer Success, or operations capacity. You'll support performance, quality, training, and day-to-day operations while helping to streamline processes and elevate the experience for our clients and agents.
If you thrive in fast-paced environments, enjoy motivating others, and are energized by improving how work gets done, this is a great next-step role into Operations leadership.
Lead & Support Frontline Talent
Support, motivate, and guide platform agents to deliver high-quality performance and customer experiences.
Foster a positive, collaborative, and solutions-focused culture.
Provide coaching, feedback, and support on performance, expectations, and best practices.
Performance & Quality Support
Monitor agent performance data and behaviors; help identify trends, risks, and opportunities for improvement.
Provide feedback and recommendations to enhance agent quality, productivity, and adherence.
Support quality reviews, audits, and performance discussions.
Operational Coordination
Partner cross-functionally to ensure processes, standards, and expectations are understood and followed.
Escalate challenges with thoughtful context and proposed solutions.
Support continuous improvement and standardization of operational workflows.
Training & Enablement
Participate in training delivery and provide feedback on curriculum to improve clarity and effectiveness.
Identify and communicate training opportunities or gaps to leadership.
Support the development or updates of training material and knowledge content.
Client & Internal Support
Assist with onboarding and off boarding of client programs, including training, quality, tech access, and performance readiness.
Support inquiries, troubleshoot issues, and ensure agent and client needs are met with a customer-first mindset.
Data, Reporting & Insights
Assist with reporting, analyzing performance data, and communicating insights.
Make data-informed recommendations to leadership to drive positive outcomes.
Technology & Tools
Support effective use of ShyftOff systems, tools, and technology by agents.
Keep up with platform changes and encourage proper adoption and usage.
Required
2+ years of experience in Operations, Customer Success, Customer Support, or a CX-focused role in a fast-paced environment
Demonstrated leadership and/or coaching experience (formal or informal). Leading people, projects, or initiatives
Strong communication, relationship-building, and coaching skills
Comfort working with data to inform conversations, decisions, and performance insights
Highly organized, proactive, solutions-oriented, and able to work independently
Tech-savvy; strong proficiency with spreadsheets and comfortable learning new tools quickly
Experience working cross-functionally and supporting internal and/or external stakeholders
Nice to Have (not required, but a plus)
Experience with contact center operations or managing a remote, flexible workforce
Familiarity with CX performance metrics, QA, or training enablement
Experience creating or supporting training and/or quality programs
Experience in a SaaS, startup, or tech-enabled services environment
Exposure to LMS platforms, QA tools, or customer support technology
Competitive compensation
Health & wellness benefits
Professional development and growth opportunities
ShyftOff is an Equal Opportunity Employer.
We value diversity and encourage candidates from all backgrounds to apply.