Agent Success Coordinator
Location: Tampa, 33602 - This position is onsite
Client pays for parking
Pay: $24.00 - $25.00 per hour
Type: Contract-to-hire
Hiregy benefits available during the contract period: https://rb.gy/1xdi42
Hiregy associate perks: https://rb.gy/gc4ml9
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
- Own the internal communications platform experience by acting as the first-line presence for agents: answering questions, troubleshooting, moderating discussions, and ensuring smooth engagement.
- Maintain campaign content accuracy and consistency, publishing real-time updates and collaborating with Operations to deliver reliable, scalable communication.
- Analyze agent engagement data (Excel/Sheets, reporting, trend analysis) to identify knowledge gaps, monitor sentiment, and drive measurable improvements in agent experience metrics (e.g., aNPS).
- Innovate with automation and AI tools to streamline workflows, reduce manual effort, and enhance platform speed, accuracy, and overall health.
- Lead engagement initiatives, including live quality sessions, Tier 1 technical support, and cross-functional collaboration to ensure SLA compliance and elevate agent performance.
Nice to have:
- B2B client liaison experience
- IT support or helpdesk
- Recent Slack experience
- Experience coordinating with a large workforce
Requirements:
- Must have experience with agent floor support or support operations roles
- Must have recent chat support and team messaging tool experience - Ability to provide Tier 1 support in chat
- Must be MS Excel and Google Sheets proficient
- Must be tech savvy and thrive in a fast-paced environment
- Proven experience with introducing processes/automations, hands-on experience with tools like Zapier, Power Automate or similar
- High school diploma or equivalent
- Background check required