Remote Agent Success Specialist

ShyftOff; Tampa (FL); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading workforce delivery platform in Tampa, FL is seeking a dedicated individual to manage the day-to-day experience of agents in their remote programs. You will play a crucial role in ensuring agents are confident and informed while performing their duties. Ideal candidates have 2–4 years of experience in contact center operations and are skilled in problem-solving and communication, particularly in a dynamic and remote work environment. This role offers the chance to directly impact agent success and operational efficiencies.

Qualifications

• 2–4 years of experience in contact center operations or related field.
• Experience with agent performance and managing responsibilities.
• Comfortable working remotely and across time zones.

Responsibilities

• Monitor and respond to agent questions in real-time.
• Translate client-facing updates into actionable guidance.
• Review QA results to identify coaching opportunities.

Skills

Contact center operations

Problem-solving

Communication

Organizational skills

Proactive mindset

Tools

Learning Management Systems (LMS)

AI QA tools

Ticketing systems

Job description

A leading workforce delivery platform in Tampa, FL is seeking a dedicated individual to manage the day-to-day experience of agents in their remote programs. You will play a crucial role in ensuring agents are confident and informed while performing their duties. Ideal candidates have 2–4 years of experience in contact center operations and are skilled in problem-solving and communication, particularly in a dynamic and remote work environment. This role offers the chance to directly impact agent success and operational efficiencies.