ASC - Agent Success Coordinator

ShyftOff Contact Center Role

You'll own the day-to-day experience of agents across our client programsmaking 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.

You've spent 24 years in contact center operations, BPO, client services, or a related support environmentand 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 thingsyou 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 portalsand 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.

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.