Shift Operations Coordinator

🕒 il y a 1 mois

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

PerfectServe

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2003

⚕️ Assurance santé

☁️ SaaS

💰 Private Equity Round en 2018-05

Healthcare Insurance • SaaS

PerfectServe est une entreprise de technologie de la santé qui se spécialise dans les solutions de communication et de collaboration cliniques. L'entreprise fournit des outils pour améliorer la communication entre les professionnels de santé, optimiser les flux de travail cliniques et renforcer l'engagement des patients. Ses produits incluent des services de réponse médicale, la planification des prestataires et une console d'opérateur de santé, tous conçus pour assurer une communication efficace et sécurisée dans les divers contextes de soins. PerfectServe vise à réduire les contraintes administratives et à soutenir le bien-être des prestataires tout en maintenant la conformité avec les réglementations de l'industrie. Fiable pour plus de 30 000 organisations de santé, PerfectServe s'intègre aux systèmes de santé existants pour optimiser la planification des prestataires, améliorer la communication avec les patients et leurs familles et permettre les soins virtuels.

Description

• 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 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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