About ShyftOff ShyftOff is the workforce delivery platform that makes contact center operations radically simpler. We combine automation, analytics, and top global talent to help companies run high-performing support operations without the overhead. We’re scaling fast, backed by leading investors, and building the future of how work gets done. About the Role You’ll own the day-to-day experience of agents across our client programs—making sure they have what they need to show up confident, informed, and ready to perform. You’re the connective tissue between agents, operations, quality, and workforce management. When something’s off, you spot it early. When agents need help, you’re the first person they turn to. This is a hands-on individual contributor role in a remote environment. You’ll work across time zones, inside multiple client systems, and with teammates who move fast. If you thrive when things are dynamic and love making other people successful, this is your role. Who You Are You’ve spent 2–4 years in contact center operations, BPO, client services, or a related support environment—and you’ve seen enough to know what good looks like. You might have been a team lead, a QA analyst, a trainer, or a supervisor. What matters is that you’ve been close to agent performance and you understand what it takes to keep a floor running. You’re the person who built the FAQ before anyone asked you to. You noticed the pattern in agent errors before it showed up in the QA report. You asked “why are we doing it this way?” not to complain, but because you genuinely wanted to find a better way. You don’t wait for permission to improve things—you raise your hand, propose the fix, and follow through. Technology is a tool you lean into, not away from. You’re comfortable navigating LMS platforms, AI QA tools, ticketing systems, and client portals—and you pick up new platforms quickly because you’re curious about how things work. You don’t need to be an engineer, but you’re the person on the team who figures out the workaround before IT responds. You’ve worked remotely and you know what it takes to stay accountable without someone looking over your shoulder. You’re organized, you communicate proactively, and you’re comfortable managing responsibilities across multiple time zones. When things get hectic, you stay calm and keep people informed. Above all, you care about people. You get energy from helping agents succeed, and you take pride in being the person they trust when something goes wrong. What You’ll Do Keep Agents Engaged and Informed - Monitor and respond to agent questions across engagement channels in real time. - Post announcements, updates, and clarifications that keep agents aligned to campaign goals. - Surface trends and escalate emerging risks to operations, quality, and workforce management. Support Agents Inside Client Systems - Research issues, verify information, and resolve cases inside client platforms on behalf of agents. - Submit, track, and follow up on tickets to ensure agents aren’t left waiting. - Translate client-facing updates into clear, actionable guidance agents can use immediately. Turn Feedback into Action - Review QA results, agent feedback, and performance outliers to identify coaching opportunities. - Partner with operations and quality teams to schedule and document follow-up conversations. - Track themes over time and recommend updates to playbooks, knowledge bases, and training materials. Monitor Staffing and Service Levels - Keep real-time staffing data accurate and flag gaps or overstaffing before they impact service levels. - Coordinate with workforce management on absences, early outs, and intraday adjustments. - Support quick decisions that protect client SLAs. Get New Agents to Production - Guide agents through certification, nesting, and early production phases. - Track completion of training, assessments, and required checklists. - Be the go-to resource for new agents’ questions as they ramp up. ShyftOff values diversity and is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

JOB PURPOSE: Shared Services Scheduling Specialist assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed. JOB RESPONSIBILITIES: - Schedule participants with their specialty appointments and medical appointments with their CBPCPs. - Make visit verification calls to confirm appointments and reschedule any cancellations. - Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department. - Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering. - Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary. - Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities. - Communicate effectively with all participants to relay appointment information, and provide updates as needed. - Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner. - Processes requests for the release of health information. - Schedules provider follow-up appointments. - Documents all calls in internal systems. - Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved. - Schedule CBPCP appointments. - Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture. - Informs Participants via phone regarding all future appointments. - Identifies and partners with other departments to resolve complex participant inquiries. - Completes documentation regarding appointments in the organization's computer systems. - Responsible for the participant’s profile updates in all systems. - Performs consistently with the organization’s mission and philosophy. - Performs job responsibilities according to the organization’s policies. Seeks clarification when needed. - Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. - Maintains proper documentation (updated, timely, legible) related to patient care. - Maintains HIPAA standards and confidentiality of PHI. - Serves as a role model for peers and colleagues. - Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. - Treats other employees respectfully and facilitates an environment of teamwork. - Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner. - Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs. - Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. - Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day. Weekly Hours: 40 Days: Monday to Friday Hours: We have different schedules available between 8:00 AM to 8:00 PM ET. Location: Full time Remote Salary Range: $40,000.00 - $44,000.00 – English Only $45,000.00 - $50,000.00 – Bilingual (Preferred Languages Spanish, Russian, Chinese, Bengali, Korean) QUALIFICATIONS: Education: Associate degree preferred, or equivalent relevant call center years of experience preferred. Experience: One to two (1-2) years of experience in customer services, quality, and or auditing experience. Additional Requirements: - Able to pass a typing test with at least 45 WPM. - Bilingual Requirement: Spanish, Russian, Chinese, Bengali, Korean - 1 – 2 years experience in customer service, quality, and/or auditing experience. - Ability to manage multiple tasks and priorities in a fast- paced environment and adapt to changing priorities throughout the day. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Remote Work & Equipment Requirements (Bring Your Own Device - BYOD) - This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. - The organization does not provide company-issued equipment for fully remote roles outside of New York State. - Device Requirements Employees must have access to a modern personal computer that meets the following minimum standards: - PC or Mac desktop or laptop, manufactured within the last five (5) years - Supported operating system: - Windows-based devices must run the latest version of Windows - Apple devices must run the latest version of macOS - Ability to install and run required secure remote-access applications - Minimum system capability: - Processor: 3.0 GHz or faster - Memory: At least 8 GB RAM - Storage: Sufficient free disk space to support required applications - Display: Minimum screen resolution of 800 x 600 Internet & Workspace Requirements Reliable high-speed internet connection with minimum speeds of: - 25 Mbps download - 10 Mbps upload - Stable connection suitable for voice and system-based work - Wired Ethernet connection preferred - Private, quiet workspace that supports confidential conversations and HIPAA compliance - Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities. Security Requirements - Device must have up-to-date antivirus and security protections - Operating systems must be configured to receive automatic updates - Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication - Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices. Home Office Equipment Reimbursement After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: - Monitors - Office chairs - Desktop or laptop computers - Webcams or cameras - Battery backup or surge protection equipment Important notes: - This reimbursement is not provided upfront - Eligibility is subject to company policy, documentation, and approval - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation - Reimbursement availability may change based on business or policy needs Physical Requirements Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Standing – Duration of up to 6 hours a day. - Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Salary Range (Min-Max): $45,000.00 - $50,000.00 – Bilingual (Preferred Languages: Russian, Chinese, Bengali, Korean) Centerlight Healthcare Systems is based in New York and currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states: - Alabama - California - Colorado - Connecticut - Florida - Georgia - Illinois - Indiana - Louisiana - Massachusetts - New Jersey - New York - North Carolina - Ohio - Oklahoma - Oregon - Pennsylvania - Puerto Rico - South Carolina - Texas - Utah - Virginia - Wisconsin

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients. ABOUT THE ROLE The Access Center Representative is responsible for serving as the primary point of contact for individuals, organizations, and providers seeking behavioral health services. This role ensures timely coordination and support for telepsychiatry encounters while maintaining high standards of accuracy and customer service. This position plays a key role in Array’s 24/7/365 Access Center by triaging requests, prioritizing cases, and facilitating communication between providers and organizations to deliver efficient, on-demand behavioral health care. The Access Center Representative will bring strong organizational skills, attention to detail, and the ability to manage high-volume interactions in a fast-paced environment. They will work closely with on-call providers, clinical teams, and administrative staff to ensure accurate documentation, smooth technology setup, and effective resource management. Schedules Available: Part-Time (Sat/Su 8am-6:30pm and Sat/Sun 6pm-4:30am) WHAT YOU’LL DO - Handle a high volume of calls, requesting assistance with accessing behavioral health services - Prioritize cases based on shifting needs and resources - Work with on-call providers including physicians to help triage requests, organize their workload, send, and secure documentation and communicate with organizations - Document all requests and encounters into a database - Manage resources, systems, and requirements from a variety of organizations and translate pertinent information to on-call providers and administrators - Conduct video and phone test calls and do basic technology trouble shooting with organizations, providers and consumers as needed - Other duties as assigned WHAT WE’RE LOOKING FOR - 1-2 years of recent customer service experience - 1-2 years previous call center experience, strongly preferred - Excellent time management and organization skills - Excellent verbal and written communication skills - Strong computer skills; ability to work with multiple systems - Prior experience with computer systems such as Outlook, Adobe, and Microsoft products - Prior experience with contact center systems or customer relationship databases - Knowledge of medical and/or psychiatric terminology strongly preferred - Ability to sit for an extended period of time POSITION LOGISTICS - 100% remote position - Reports to the Senior Manager, Access Center COMPENSATION AND BENEFITS - The pay range for this role is $18 per hour. This information reflects the anticipated salary range for this position using current market data. The final offer will be determined based on an individual's skills, years of experience, education, capacity, licenses, and other job-related factors permitted by law. - Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions - 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays - 401k Beware of fraudulent job postings and messages from scammers impersonating Array Behavioral Care employees and Recruiters. The only valid email addresses from Array Behavioral Care will be firstname.lastname@arraybc.com and we will not ask you to download an app onto your phone in order to conduct your interview.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is responsible for leading and managing high-volume contact center operations, ensuring exceptional service delivery and operational efficiency. The Contact Center Supervisor oversees customer service representatives, monitors call center workflows, and drives continuous improvement initiatives to maintain high-quality customer interactions. You will be accountable for reporting performance metrics, coaching team members, and implementing processes that enhance productivity and customer satisfaction. The role requires strong leadership, effective communication skills, and the ability to balance operational demands with team development. This position offers the opportunity to make a tangible impact on service quality and employee engagement within a dynamic, mission-focused environment. - Supervise day-to-day contact center operations, ensuring smooth workflow and efficient handling of public inquiries. - Manage, coach, and develop customer service representatives to maintain professionalism and high-quality interactions. - Monitor call center performance metrics, generate reports, and implement continuous improvement strategies. - Ensure accuracy and compliance in all customer interactions, adhering to organizational standards and best practices. - Support process enhancements to optimize efficiency and service delivery across the team. - Act as a point of escalation for complex customer issues, providing guidance and resolution support. Qualifications - U.S. Citizenship required, with favorable Tier 1 Investigation or immediate NBIS T1 suitability eligibility. - Ability to work from a contractor facility or an approved remote environment. - Minimum 5 years of experience in a high-volume contact center supporting the public. - Leadership experience with strong team management, coaching, and operational oversight skills. - Preferred certifications include HDI (Help Desk Institute) or ICMI (International Customer Management Institute) or equivalent contact center leadership training. - Excellent verbal and written communication skills with the ability to maintain professionalism under pressure. - Strong organizational, analytical, and problem-solving abilities to drive team performance and operational improvements. Benefits - Competitive 401(k) plan with employer matching. - Comprehensive health benefits with employer contributions. - 11 paid holidays per year and 15 days of PTO starting for new hires. - Tuition and continuing education reimbursement. - Relocation assistance where applicable. - Pre-tax commuter benefit accounts. - Short-term, long-term, and life insurance with optional buy-up coverage. - Veteran hiring preference and conversion to an employee-owned firm (ESOP) in 2026.