Operations Manager

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:
This role requires a highly organized and motivated individual with a fast-paced background. The Operations Manager will oversee operations coordinators, performance management, agent operations, and client services/support. They will work cross-departmentally to support the development team, product enhancements, and the implementation of new clients. Strong understanding of call center optimization, metrics, reporting, performance, and project management is essential. The ideal candidate is proactive, collaborative, and communicative, with additional experience in quality auditing and feedback. They should be able to successfully lead projects, identify, lead, and manage areas of opportunity to simplify and standardize operations, and effectively lead change management within their areas of responsibility. Additionally, they should have a strong understanding of agent process and performance optimization.

Duties and Responsibilities:

• Team Leadership: Lead, motivate, and mentor operations coordinators and 1099 virtual call center agents to meet ShytOff and Client requirements following our policies and procedures.
• Performance Management: Monitor and analyze KPIs, provide coaching and feedback, and implement strategies for improvement to their team, continuous improvement.
• Operational Excellence: Collaborate across departments, address challenges with solutions, and ensure adherence to client and ShyftOff policies and procedures as applicable; constantly solution to simplify and standardize operations.
• Quality Management: Lead the development and implementation of QA based programs, to improve ShyftOff’s quality programs, policies, procedures and ensure adherence to Clients based goals and SLA’s, as applicable.
• Implementation: Help lead and facilitate all attributes of onboarding new clients within the ShyftOff ecosystem meeting contractual agreements and timelines.
• Training and Development: Lead, collaborate and deliver on ShyftOff and Client based training programs. Identify training needs, build solutions supporting best in class always.
• Customer Focus: Promote/Lead a customer-centric culture and resolve inquiries.
• Reporting and Analysis: Lead your team with data, interpret insights, provide solutions.
• Technology Innovation/Utilization: Lead effective use of current technology, stay informed on current trends, seek to innovate and improve always.

Experience and Qualifications:

Essential:

• 5+ years of operations experience in a high-growth, fast-paced, virtual environment
• 5+ years as a Call Center Manager (blended inbound/outbound)
• Proven leadership and team development in both on-site, remote and nearshore/offshore environments
• Strong understanding and ability to drive performance and quality based results through data and performance management
• Strong experience with call center reporting and technology capabilities and utilization
• Proven experience with leading CX improvement with clients and customers
• Leading customer service teams and working directly with clients on business-related reviews, performance, and concerns
• Knowledge of QA methodologies, with experience developing and leading a QA program
• Experience leading remote teams (including 1099 contract agents)
• Excellent communication and problem-solving skills
• Proactive, collaborative, self-motivated, and driven with little to no guidance
• Strong leadership and communication skills
• Proficiency in spreadsheet software and virtual call center tech
• Experience in training martial, content development and LMS systems
• Skilled in reporting, planning, presentations, and project management
• Other duties as required

Desirable:

• Bachelor's degree in Business or related field
• Project management experience leveraging Jira and Confluence

Benefits:

• Competitive salary
• Health and wellness benefits
• Professional development opportunities

Equal Opportunity Employer:
ShyftOff Corp values diversity and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.