5+ years in contact center or BPO operations with service delivery ownership
3+ years in cross-team management, including leads, QA analysts, and agents
Deep knowledge of contact center KPIs like AHT, CSAT, and SLA compliance
Hands-on experience with WFM teams and tools
Strong capability to enhance client training materials
Excellent data analysis skills for tactical decision-making
Advanced Excel proficiency, with analytics or SQL experience as a bonus
Responsibilities
Oversee end-to-end campaign delivery and operational health
Match and onboard high-quality agents to campaigns
Collaborate with WFM to optimize scheduling and adherence
Ensure training materials and resources are up-to-date
Manage quality assurance program and performance metrics
Utilize data to assess staffing accuracy and compliance
Partner with product teams to enhance operational tools
Conduct operational reviews and communicate status to clients
Benefits
Flexible work environment with the option for remote work
Access to tools that enhance productivity and work-life balance
Training and development opportunities to further career growth
Impactful role with a direct influence on client satisfaction
Collaboration with cross-functional teams on innovative projects
Full Job Description
About this role
At ShyftOff you'll sit at the center of our delivery engine. ShyftOff connects clients with flexible, high-quality US-based contact center talent on a platform that is designed to scale their workforce in just a few clicks. As an Operations Manager you'll own delivery for assigned campaigns, translating client requirements into operational execution. You'll be the operational owner who ensures the right agents are in the right seats, training resources enable quality, and operational signals are turned into timely, tactical decisions that protect SLA performance and margin. What you'll own
End-to-end campaign delivery: own staffing outcomes, utilization, SLA compliance, margin, and day-to-day operational health for assigned accounts.
Agent matching & success: move agent 1099s through ShyftOff's pipeline and place the highest-quality agents on campaigns - balancing speed, fit, and quality to meet campaign demand.
WFM partnership: work closely with the Director of WFM to ensure shifts are picked up and intraday actions are taken so occupancy and adherence targets are achieved. You will own client-provided forecasting data to deliver perfect staffing.
Training & enablement oversight: ensure training materials and support resources (both ShyftOff and client-provided) are current, high-quality, and evolving. Keep client training up to date to satisfy agent performance requirements and maintains quality standards.
Quality & performance: own QA program inputs and outcomes - ensure QA frameworks, scorecards, and feedback loops are producing the quality required to meet client expectations.
Data-driven deployment: use data to interpret staffing accuracy, SLA compliance, occupancy, and other operational metrics - deploy and reallocate agent talent and resources to meet targets.
Platform partnership: partner with Product & Engineering to maintain platform efficiency and provide input for enhancements to WFM tools, QA platforms, knowledge management, and AI automation to improve productivity and reduce cost-to-serve.
Client partnership: run operational business reviews and proactively communicate delivery status, opportunities, and remediation plans to client stakeholders.
Client KPIs you'll align to
Typical client KPIs you'll manage toward include: AHT, ASA, FCR, CSAT, NPS, occupancy, schedule adherence, shrinkage, forecast accuracy, and SLA compliance. What success looks like in the first 3 months:
Staffing accuracy and agent pool health strong enough to meet client staffing targets.
SLA compliance at or above client targets.
Clear evidence that training and support resources produce consistent quality outcomes.
Measurable improvements in CSAT/FCR or other client KPIs through improved talent placement and QA alignment.
Playbooks and processes that make deployments repeatable and reduce time-to-stability for new campaigns.
You'll thrive here if you have
5+ years in contact center / BPO operations, with direct ownership of contact center service delivery and/or client outcomes.
3+ years managing and collaborating across teams that include team leads, QA analysts, WFM teams, and agents with measurable performance outcomes.
Deep familiarity with contact center KPIs (AHT, ASA, FCR, CSAT, NPS, occupancy, shrinkage, SLA compliance, etc).
Hands-on experience working with WFM teams and WFM tools.
Strong ability to critically review and improve client-provided training and support materials.
Strong operational instincts and the ability to turn data into tactical decisions about where to deploy agent talent.
Excellent stakeholder and client communication skills - you'll present operational realities and remediation plans to clients.
Advanced Excel skills (pivot tables, index-match, advanced formulas); analytics or SQL experience is a plus.
Nice to have
Familiarity with NICE, Verint, Genesys, Five9, Talkdesk, Kronos/UKG, or similar stacks.
Experience with QA frameworks, accreditation programs, or training program design.
Experience with AI/automation or knowledge management platforms.
