ABOUT SHYFTOFF CORP:

ShyftOff’s flexible, on-demand contact center platform matches businesses with top CX talent, scaling their contact center operations to meet demand. We’re revolutionizing the traditional model by staffing on-demand with top US talent, minus the HR overhead.

POSITION SUMMARY

We are seeking a highly organized and client-focused Operations Coordinator to support ShyftOff’s mission of delivering exceptional client and customer experiences. This role centers on account management, client success, and operational support, ensuring clients receive seamless service and consistent value. The Operations Coordinator will also provide light oversight of 1099 agents when needed, but the core of the role is building strong client relationships, driving performance outcomes, and supporting cross-functional collaboration.
The ideal candidate is proactive, communicative, and solutions-oriented, with a strong background in customer-facing roles and account management.

DUTIES AND RESPONSIBILITIES

• Client Success & Account Management: Serve as a trusted partner to clients, ensuring their goals are met and exceeded. Act as the primary point of contact for client needs, questions, and escalations, providing timely and effective solutions.
• Onboarding & Offboarding: Assist in client onboarding and offboarding, including training, quality, reporting, and platform support to ensure a smooth transition.
• Performance Oversight: Support monitoring of service performance and client satisfaction, escalating concerns and collaborating with leadership to implement solutions.
• Cross-Functional Collaboration: Work closely with internal teams to address challenges, streamline processes, and support continuous improvement initiatives.
• Quality & Training Support: Partner with leadership and clients to support QA programs, provide feedback, and identify opportunities for training or development.
• 1099 Oversight (as needed): Provide guidance and communication to 1099 contractors, helping align schedules and performance expectations when relevant to client outcomes.
• Customer Experience: Promote a customer-centric culture across teams and help resolve escalated customer inquiries.
• Reporting & Insights: Assist with generating and interpreting reports, sharing key insights with clients and leadership.
• Technology Utilization: Stay current on technology platforms and tools, supporting effective deployment and usage to enhance the client and agent experience.