Shift Operations Coordinator

Role Description

The Shift Operations Coordinator leads shift operations in a 24/7/365 support environment while supporting and developing a small group of agents to deliver consistent, high-quality service. This role plays a key part in maintaining service levels, productivity, quality, and customer experience during assigned hours and serves as the primary point of contact for all operational needs on shift. The Shift Operations Coordinator provides hands-on operational leadership, immediate coaching, and decisive intervention to ensure performance commitments are met.

Key Responsibilities

• 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.

People Leadership & Development

• 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.

Accountability & Authority

• Responsible for supporting consistent shift performance and addressing risks proactively.
• Expected to identify performance risks early and partner with leadership to address them to avoid material misses.
• Performance expectations are defined at the monthly level. A material miss is defined as monthly performance below 95% of targets. Sustained performance below 95% of established targets constitutes a material miss.
• Serves as the primary point of contact for operational decisions during assigned shifts.

Schedule & Availability

• Fixed shift in a 24/7/365 environment including one weekend day.
• Evening and overnight shifts are eligible for shift differential incentive pay (differential does not apply to PTO).

Qualifications

• 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

• 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.