Campaign Delivery Operations Lead

ShyftOff Corp; Tampa (FL); On-site; USD 85,000 - 125,000; Full time

Job summary

ShyftOff is seeking an Operations Manager to own delivery for assigned campaigns and translate client requirements into operational execution. You will ensure the right agents are in the right seats, oversee training resources, and drive decisions that protect SLA performance and margin.

You will partner with WFM, QA, and product teams to optimize staffing, training, and platform efficiency while maintaining high client satisfaction and operational health.

Qualifications

• 5+ years in contact center / BPO operations.
• 3+ years collaborating across teams including leads, QA, WFM.
• Strong familiarity with contact center KPIs and SLA compliance.
• Excellent stakeholder communication and data-driven decision making.

Responsibilities

• End-to-end campaign delivery: staffing, utilization, SLA, margin, health.
• Agent matching and success: place top agents to meet demand and quality.
• WFM partnership: align shifts and intraday actions with occupancy targets.
• Training and enablement oversight: ensure up-to-date, high-quality training materials.
• Quality and performance: own QA inputs and scorecards to meet client expectations.
• Data-driven deployment: analyze metrics to optimize talent deployment and costs.
• Platform partnership: provide input for WFM tools and AI automation improvements.
• Client partnership: communicate delivery status and remediation plans.

Skills

5+ years in contact center operations

3+ years cross-team collaboration

Advanced Excel skills

Data-driven decision making

Tools

Excel

WFM tools

SQL

NICE

Verint

Genesys

Five9

Talkdesk

Job description

ShyftOff is seeking an Operations Manager to own delivery for assigned campaigns and translate client requirements into operational execution. You will ensure the right agents are in the right seats, oversee training resources, and drive decisions that protect SLA performance and margin.

You will partner with WFM, QA, and product teams to optimize staffing, training, and platform efficiency while maintaining high client satisfaction and operational health.