Support Center Shift Supervisor

Responsibilities

• Lead shift operations in a 24/7/365 support environment
• Support shift performance across phone, ticket, and other interaction service levels
• Provide real-time direction to agents including coaching, queue management, and workload balancing
• Monitor intraday performance and adjust priorities to maintain service levels
• Conduct weekly 1:1 coaching sessions with assigned agents
• Ensure smooth shift-to-shift transitions by documenting updates and risks
• Partner with Managers to share insights on performance trends

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
• Ability to work fixed shifts (4:00 PM–1:00 AM Tue–Sat or 12:00 AM–9:00 AM Sun–Thu)

Preferred Qualifications

• Experience with workforce management tools or ticketing systems such as Zendesk or Five9

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance available day one
• 401K with match and immediate vesting
• 17 company holidays and 2 floating holidays
• Competitive paid time off policy
• Internal advancement opportunities

About the Company

PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space, helping clinicians deliver better care through optimized workflows and real-time information sharing.