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 help adjust priorities to maintain service levels.
Leadership:
- Support and develop a small group of assigned agents, conducting weekly 1:1 coaching sessions.
- Provide timely, constructive feedback to support growth and foster a collaborative team environment.
- Partner with Managers on performance management and improvement plans.
Qualifications & Details:
- Requires 2+ years of experience in a support or contact center environment, with prior coaching or leadership experience.
- Experience with workforce management tools or ticketing systems like Zendesk or Five9 is preferred.
- This role involves a fixed shift in a 24/7/365 environment, including one weekend day, with eligibility for shift differential pay.
PerfectServe
PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space, accelerating speed to care. The company is a well-established, tech-forward organization with over 400 employees and a collaborative team culture focused on innovation and delighting customers.