ShyftOff is a flexible, on-demand contact center platform that matches businesses with the best CX talent. We are revolutionizing the traditional contact center model by allowing businesses to staff contact centers on-demand with the top US talent–without the overhead of HR, workforce management, or recruiting. We make it easier for businesses to scale up or down their contact center operations to meet supply demand and surge response.
As our Operations Manager, you will be integral to supporting ShyftOff's rapid growth by supporting and leading day-to-day operations for key accounts. You will be responsible for supporting and ensuring a seamless and efficient experience for our customer support agents and our clients.
Your focus will encompass agent onboarding, communications, credentialing, and software administration. The Operations Manager will play a crucial role in shaping a positive and productive environment in our agent community and corporate team.
ShyftOff is headquartered in Tampa, FL and we’d prefer to build the team locally.
Agent Onboarding & Certification - Oversee a robust onboarding program and collaborate on the creation of aligned agent certification resources.
Communications Management - Implement and manage internal communication strategies, promote open communication, and act as a liaison between customer support, agents, and other departments.
Agent Technology Administration - Supervise the credentialing process to ensure compliance and coordinate with internal and external entities for smooth operations.
Performance Tracking & Analysis - Maintain and analyze performance metrics to provide actionable insights for enhancing team performance and customer experience.
Has 5+ years of experience in contact center operations.
Demonstrates expertise in managing and leading customer support teams.
Must be highly proficient with technology.
Demonstrates experience across all aspects of contact center operations: learning & development, quality, workforce management, recruiting, etc.
Strong organizational skills with the ability to manage multiple projects and priorities.
Excellent communication skills, both written and verbal.
Is comfortable working in a fast-paced startup environment with changing priorities. Ability to multitask and manage multiple projects simultaneously.
A problem-solving mindset: You are relentless at solving problems - you respond to obstacles in your way with ingenuity, positivity, and dedication to perpetuate our "We can if" culture.
Results-oriented: You get stuff done. You think strategically but also have a passion for getting your hands dirty and seeing your ideas come to life. You can manage complex, cross-functional projects and ensure that each moves forward at the right time. You pursue opportunities with a relentless enthusiasm to over-deliver on targets and expectations.
Speed of learning: You like to learn and you learn quickly. The idea of being asked to own a functional area you have no previous experience with excites you.
Systems thinking: You can see a complex system, understand how it all works, and find ways to improve it. You like to solve problems by breaking down complicated issues into small parts.
Teamwork: You have a low ego, give and receive feedback well, and prefer open, direct communication.
Our hiring process is thoughtful and respectful of your time. We'll only schedule an interview if we're confident you have the experience necessary to succeed in this role.
Apply below - we’ll review your application and get back to you in 2-3 days.
We’ll schedule an initial screening with the hiring manager.
Then, we’ll have an in person meeting with team at our office in Tampa.
If all goes well, the next step will be to extend an offer!
Traditional contact centers use outdated technology, they struggle to find great talent, they’re difficult to operate, and VERY expensive. ShyftOff’s innovative contact center platform is the next generation of contact center technology:
The platform is designed for a modern and flexible workforce.
Our customers love our agents - they’re truly the best in the US.
Thousands of agents are on platform today, even more on the waitlist … all in the US.
Our flexibility is unmatched - we routinely demonstrate that we can hire hundreds of agents in a matter of days and offer perfect staffing all the time.
We’re unbeatable on price at 30% less than any other option.
As an early member of our team, you’ll have the opportunity to work on and shape the trajectory of our growth. We’re profitable, growing fast, and backed by an amazing group of investors based in Tampa/Miami and Atlanta.