Note: The job is a remote job and is open to candidates in USA. PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The Support Operations Coordinator leads shift operations in a 24/7 support environment, ensuring high-quality service delivery while coaching and developing a small team of agents.
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
Skills
- 2+ years of experience in a support center or contact center environment
- Strong real-time decision-making skills
- Prior coaching and/or leadership experience
- Experience with workforce management tools and/or ticketing systems (e.g., Zendesk, Five9, or equivalent)
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
- Evening and overnight shifts are eligible for shift differential incentive pay (differential does not apply to PTO)
Company Overview