Support Center Shift Supervisor - US RemotePerfectServe • New York, New York, United States
Support Center Shift Supervisor - US Remote
PerfectServe
- New York, New York, United States
- New York, New York, United States
Über
PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications—messages, pages, calls, and alerts—to the right place at the right time in any care setting. By facilitating real‑time information sharing, building better schedules, and automating important clinical workflows, we help our customers advance patient care and improve clinician well‑being.
In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant for Clinical Communication and Collaboration— the clear segment leader.
PerfectServe received two Best in KLAS awards in 2026—one for physician scheduling and another for ambulatory clinical communications, adding to 11 Best in KLAS awards over the past nine years.
Support Center Shift Supervisor The Support Center Shift Supervisor leads shift operations in a 24/7/365 support environment while supporting and developing a small group of agents to deliver consistent, high‑quality service. The role plays a key part in maintaining service levels, productivity, quality, and customer experience during assigned hours and serves as the primary point of contact for all operational needs on shift.
Key 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.
Identify operational risks in real time and take corrective action, escalating 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.
Take initiative in adapting to evolving business needs, including new tools, processes, and priorities.
Drive engagement and retention through consistent coaching, feedback, and recognition.
Support and develop a small group of assigned agents (typically 5–6).
Conduct weekly 1:1 coaching sessions focused on performance trends, skill development, and engagement.
Provide timely, constructive feedback to support growth and improvement.
Actively support coaching and development of assigned agents and partner closely with Managers on performance management efforts, including formal improvement plans when needed.
Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.
Accountability & Authority
Responsible for supporting consistent shift performance and addressing risks proactively.
Expected to identify performance risks early and partner with leadership to address them to avoid material misses.
Serves as the primary point of contact for operational decisions during assigned shifts.
Schedule & Availability
Fixed shift in a 24/7/365 environment, including one weekend day.
Evening and overnight shifts are eligible for shift differential incentive pay (the differential does not apply to PTO).
Essential Qualifications
2+ years of experience in a support center or contact center environment.
Experience with workforce management tools and/or ticketing systems (e.g., Zendesk, Five9, or equivalent) preferred.
Prior coaching and/or leadership experience.
Compensation We offer a salary of $65,000 USD per year, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range reflects our commitment to pay transparency and is based on market data, internal equity, and scope of responsibilities.
Benefits
Remote first work environment.
Health, Dental, Vision, Life, and Disability Insurance options available day one.
401(k) with match and immediate vesting.
17 company holidays, 2 floating holidays, and a competitive paid time off policy.
Internal advancement opportunities.
Why Join PerfectServe? At PerfectServe, we transform healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated, mission‑driven team in an environment that values growth, transparency, and innovation.
Equal Employment Opportunity PerfectServe’s Equal Employment Opportunity policy states we do not discriminate on the basis of any protected group status under any applicable law. We are a federal contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and provide equal employment opportunities to qualified veterans, people with disabilities, and all other protected categories. Your application will be considered without regard to any protected status.
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Sprachkenntnisse
- English
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