Operations Coordinator

About ShyftOff Corp:

ShyftOff's flexible, on-demand contact center platform matches businesses with top CX talent, scaling their contact center operations to meet demand. We're revolutionizing the traditional model by staffing on-demand with top US talent, minus the HR overhead.

Position Summary:

This role requires a highly organized and motivated individual with a fast-paced background. The Operations Coordinator will oversee 1099 call center agents, providing guidance and opportunity to improve 1099 agents quality, schedule adherence, and performance based metrics aiding in ShyftOff's and our Clients overall operational success. This includes regular 1099 agent communication across multiple media forms, recommendations on improvement to quality reviews, performance guidance and regular monitoring of schedules and call queues. Strong understanding of call center metrics, reporting, and being able to motivate 1099 agents for peak performance and adherence to selected schedules is essential. The ideal candidate is proactive, collaborative, and communicative, with experience in quality auditing and feedback.

Duties and Responsibilities:

• Team Oversight: Oversee, provide motivation, and guidance to 1099 contract call center agents. Foster a positive and collaborative environment to address improvement to schedules, performance expectations, customer experience, and quality related opportunities.
• Performance Oversight: Monitor and help maintain adherence to ShyftOff's performance policies and procedures as it relates to 1099 agents and clients expectations. Escalate, seek guidance, and provide feedback on identifying opportunities for improvement.
• Operational Excellence: Collaborate across departments, address and escalate challenges, and support adherence to policies and procedures.
• Quality Oversight: Help develop and implement QA related programs at the ShyftOff and client level, help conduct 1099 agent audits, and provide quality observations and feedback. Oversee quality reviews and help direct our 1099 support agents as necessary.
• Client Onboarding/Offboarding: Assist with client onboarding/offboarding to include technical, quality, training, and reporting aspects of the implementation process.
• Training and Development: Collaborate with ShyftOff leadership and the client to deliver on training based programs. Identify and communicate training opportunities and support building, modifying and overseeing training based material and platform content.
• Customer Focus: Promote a customer-centric culture, escalate, and help resolve inquiries.
• Reporting and Analysis: Support generating reports, interpret and communicate insights and escalate any concerns as appropriate.
• Technology Utilization: Support effective technology use, stay informed on technology changes within ShyftOff and help support effective deployment and use of such technology within ShyftOff as applicable
• Other duties as assigned.

Experience and Qualifications:

• Essential:
  • 3+ years of operations experience in a high-growth, fast-paced, virtual environment, specifically remote and/or 1099 agents.
  • 3+ years as a Call Center Supervisor or Team Leader (blended inbound/outbound)
  • Can demonstrate leadership characteristics, motivational skills/attributes as it applies to directing remote and/or 1099 agents.
  • Can demonstrate an understanding of call center performance metrics, and quality standards and how they apply to a remote/1099 workforce.
  • Experience with call center reporting and technology (dialers, quality modules, dashboards)
  • Solid communication and problem-solving skills
  • Proactive in approach, collaborative in nature and able to effectively communicate/escalate problems/solutions.
  • Proficiency in spreadsheet software (Google/Microsoft)
  • Experience in administering and using contact center Learning Management Systems, Training Material and Quality based tools (call adits, sentiment scoring, etc)
  • Skilled in managing tasks, change management, and meeting deadlines
• Desirable:
  • Bachelor's degree in Business or related field
  • Customer service experience
  • Knowledge of QA methodologies
  • Experience with collaboration and dialing platforms

Benefits:

• Competitive salary
• Health and wellness benefits
• Professional development opportunities

Equal Opportunity Employer:

ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.