Shift Operations Coordinator

Job Description

REQUIREMENTS

• 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.

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.
• 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 supports 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.
• 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.
• Serves as the primary point of contact for operational decisions during assigned shifts.

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