Support Operations Coordinator
New
US Remote, Candidates must be available for fixed shifts: 4:00 PM–1:00 AM (Tuesday–Saturday) or 12:00 AM–9:00 AM (Sunday–Thursday)Full-TimeMiddle
Salary$65,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years
- Required Skills
- Zendesk
Requirements
- 2+ years of experience in a support center or contact center environment.
- Prior coaching and/or leadership experience.
- Strong real-time decision-making skills.
- Availability for fixed shifts in a 24/7/365 environment, including one weekend day.
- Must be comfortable working 4:00 PM–1:00 AM (Tuesday–Saturday) or 12:00 AM–9:00 AM (Sunday–Thursday).
- Experience with workforce management tools and/or ticketing systems is preferred (e.g., Zendesk, Five9, or equivalent).
Responsibilities
- 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 adjust priorities to maintain service levels.
- Identify operational risks in real-time, take corrective action, and escalate 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.
- Conduct weekly 1:1 coaching sessions with assigned agents (5-6) focusing on performance, skills, and engagement.
- Actively support the development of agents and partner with Managers on performance management.
View Full Description & ApplyYou'll be redirected to the employer's site
