Remote Agent Success Specialist

ShyftOff Corp; Tampa (FL); Remote; USD 55,000 - 85,000; Full time

Job summary

ShyftOff Corp. is seeking an Operations Specialist to own the day-to-day experience of agents across client programs in a fully remote environment.

You will be the connective tissue between agents, operations, quality, and workforce management, ensuring timely support and proactive improvement. In this hands-on role, you will work across time zones, navigate multiple client systems, and help agents succeed by building FAQs, surfacing trends, and turning feedback into action that protects SLAs

Qualifications

• 2–4 years in contact center operations or related support.
• Experience with LMS platforms, QA tooling, and ticketing systems.
• Strong organizational and proactive communication skills.

Responsibilities

• Monitor and respond to agent questions in real time.
• Post announcements and updates to keep agents aligned to goals.
• Surface trends and raise risks to operations, quality, and WFM.
• Research issues and resolve cases inside client systems.
• Submit, track, and follow up on tickets to prevent delays.
• Translate client updates into clear, actionable guidance.
• Review QA results and identify coaching opportunities.
• Coordinate follow-ups with operations and QA teams.
• Track training completion and ramp-up readiness.
• Maintain real-time staffing data and protect SLAs.

Skills

Communication

Problem solving

Time management

Remote collaboration

LMS platforms

Ticketing systems

Client portals

AI QA tools

Tools

Ticketing systems

AI QA tools

Client portals

Job description

ShyftOff Corp. is seeking an Operations Specialist to own the day-to-day experience of agents across client programs in a fully remote environment.

You will be the connective tissue between agents, operations, quality, and workforce management, ensuring timely support and proactive improvement. In this hands-on role, you will work across time zones, navigate multiple client systems, and help agents succeed by building FAQs, surfacing trends, and turning feedback into action that protects SLAs