Operations Specialist

Who We Are

Load Up is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer‑centric organization, revolutionizing the way home services are delivered. Load Up is a certified Great Place to Work® and is among Inc.’s list of the 5,000 Fastest‑Growing companies four years in a row (2019‑2023).

At Load Up, we exist to glorify God by pursuing excellence in all we do. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that guide our decisions.

• Profit Drives Purpose – We believe running a profitable business allows us to fulfill our professional and personal purpose.
• Right Shell – We constantly need to be evaluating whether our processes, systems, and people are right‑sized for maximum agility.
• Own It – Everyone has a stake in the company and is responsible for their performance.
• Fellowship Matters – We believe there is power and connection in being present in the same physical space.
• Live in Truth – We’re committed to winning the right way. Call it like it is. No sugar coating.
• Action Over Words – Words are important, but 1,000 words get trumped by 1 intentional action.
• Build to Last – We’re building this company to last and withstand the test of time. We play the long game in our decision‑making and execution.

The Real‑Time Operations Specialist supports Load Up’s Revenue Center by managing call queues and workforce schedule adherence to ensure service level goals are met. You will support multiple operational queues across Sales, Customer Support, and Fulfillment—ensuring balanced coverage, efficient routing, and alignment with service level objectives. This role is critical in balancing efficiency, agent utilization, and customer satisfaction in a fast‑paced environment.

• Monitor real‑time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment.
• Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact.
• Make real‑time staffing adjustments, including break management, shift changes, and agent reassignments.
• Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership.

• Generate and distribute daily and weekly workforce and performance reports.
• Partner closely with CX leadership and team leads to support daily workforce management needs.
• Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows.

• Experience:
  
  2+ years in a call center, workforce management, or operations support role.
• Technical
  
  Skills:
  
  Familiarity with CRM, telephony, or WFM tools; strong understanding of call center metrics (SLAs, occupancy, etc.).
• Analytical Mindset:
  Ability to make quick, data‑driven decisions during high‑volume periods.
• Communication:
  Excellent coordination skills to work seamlessly with agents and leadership.
• Availability:
  Ability to work a Tuesday – Saturday schedule in the office.

• An Operational Strategist who can stay calm under pressure and pivot staffing resources in seconds to save a service level.
• A Detail‑Oriented Analyst who understands that 5 minutes of non‑adherence can impact the entire day's performance.
• A Proactive Problem‑Solver who doesn’t wait for a backlog to happen before suggesting a shift in strategy.
• A "Right Shell" Thinker who is always looking for the most efficient way to route calls and utilize agent time.

At Load Up, our goal is to foster an environment that celebrates the success of all team members and builds a winning culture. We offer a dynamic, transparent work environment where innovative ideas thrive, and teamwork is key to providing exceptional service to our customers.

• Competitive Compensation – Earn a competitive salary that rewards results and team impact.
• Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage.
• Flexible…