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:

1. Own the internal communications platform experience by acting as the first-line presence for agents: answering questions, troubleshooting, moderating discussions, and ensuring smooth engagement.
2. Maintain campaign content accuracy and consistency, publishing real-time updates and collaborating with Operations to deliver reliable, scalable communication.
3. 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).
4. Innovate with automation and AI tools to streamline workflows, reduce manual effort, and enhance platform speed, accuracy, and overall health.
5. 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