Operations Manager

About the Company

ShyftOff connects clients with flexible, high-quality US-based contact center talent on a platform designed to scale their workforce in just a few clicks.

Responsibilities

• Own end-to-end campaign delivery including staffing outcomes, utilization, SLA compliance, and margin
• Manage agent matching and success by placing high-quality 1099 agents on campaigns
• Partner with WFM to ensure shifts are covered and intraday actions meet occupancy and adherence targets
• Oversee training and enablement to ensure resources are current and meet quality standards
• Manage QA program inputs and outcomes to meet client expectations
• Use data to interpret staffing accuracy, SLA compliance, and other operational metrics
• Partner with Product and Engineering to improve WFM tools, QA platforms, and AI automation
• Conduct operational business reviews and communicate delivery status to client stakeholders

Requirements

• 5+ years in contact center or BPO operations with direct ownership of service delivery
• 3+ years managing and collaborating across teams including team leads, QA, and WFM
• Deep familiarity with contact center KPIs such as AHT, ASA, FCR, CSAT, NPS, and SLA compliance
• Hands-on experience working with WFM teams and tools
• Strong ability to review and improve training and support materials
• Advanced Excel skills including pivot tables and advanced formulas

Preferred Qualifications

• Familiarity with NICE, Verint, Genesys, Five9, Talkdesk, or Kronos/UKG
• Experience with QA frameworks or training program design
• Experience with AI/automation or knowledge management platforms
• Analytics or SQL experience