About ShyftOff

ShyftOff makes contact center ops insanely easy. It’s the only agentic workforce delivery platform that manages your human contact center agents for you.

The Role

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.

What You’ll Do

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.
  
  

What You Bring

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
  
  

Benefits

• 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.