Shift Operations Coordinator

🕒 May 1

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PerfectServe

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

⚕️ Healthcare Insurance

☁️ SaaS

💰 Private Equity Round on 2018-05

Healthcare Insurance • SaaS

PerfectServe is a healthcare technology company that specializes in clinical communication and collaboration solutions. The company provides tools to improve communication between healthcare professionals, streamline clinical workflows, and enhance patient engagement. Its products include medical answering services, provider scheduling, and a healthcare operator console, all designed to ensure effective and secure communication across care settings. PerfectServe aims to reduce administrative burdens and support provider wellness while maintaining compliance with industry regulations. Trusted by over 30,000 healthcare organizations, PerfectServe integrates with existing healthcare systems to optimize provider scheduling, improve patient and family communication, and enable virtual care.

📋 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.

🎯 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.

🏖️ 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