{"id":1331490,"url":"https://alion.io/job/shyftoff-asc-agent-success-coordinator","title":"ASC - Agent Success Coordinator","company":{"id":3785063,"name":"Shyftoff","domain":"shyftoff.com","url":"https://alion.io/company/shyftoff","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tampa, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":78000,"period":"year","method":"role_country_seniority_unknown","sample_n":10823},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-17T16:51:31Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-21T12:20:56Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"About ShyftOff\nShyftOff is the workforce delivery platform that makes contact center operations radically simpler. We combine automation, analytics, and top global talent to help companies run high-performing support operations without the overhead. We’re scaling fast, backed by leading investors, and building the future of how work gets done.\nAbout the Role\nYou’ll own the day-to-day experience of agents across our client programs-making 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.\nThis 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.\nWho You Are\nYou’ve spent 2-4 years in contact center operations, BPO, client services, or a related support environment-and 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.\nYou’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 things-you raise your hand, propose the fix, and follow through.\nTechnology is a tool you lean into, not away from. You’re comfortable navigating LMS platforms, AI QA tools, ticketing systems, and client portals-and 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.\nYou’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.\nAbove 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.\nWhat You’ll Do\nKeep Agents Engaged and Informed\nMonitor and respond to agent questions across engagement channels in real time.\nPost announcements, updates, and clarifications that keep agents aligned to campaign goals.\nSurface trends and escalate emerging risks to operations, quality, and workforce management.\nSupport Agents Inside Client Systems\nResearch issues, verify information, and resolve cases inside client platforms on behalf of agents.\nSubmit, track, and follow up on tickets to ensure agents aren’t left waiting.\nTranslate client-facing updates into clear, actionable guidance agents can use immediately.\nTurn Feedback into Action\nReview QA results, agent feedback, and performance outliers to identify coaching opportunities.\nPartner with operations and quality teams to schedule and document follow-up conversations.\nTrack themes over time and recommend updates to playbooks, knowledge bases, and training materials.\nMonitor Staffing and Service Levels\nKeep real-time staffing data accurate and flag gaps or overstaffing before they impact service levels.\nCoordinate with workforce management on absences, early outs, and intraday adjustments.\nSupport quick decisions that protect client SLAs.\nGet New Agents to Production\nGuide agents through certification, nesting, and early production phases.\nTrack completion of training, assessments, and required checklists.\nBe the go-to resource for new agents’ questions as they ramp up.\nShyftOff 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.","description_format":"text","description_chars":4198,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-27T09:59:17Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.303,"p_room":0.44,"age_days":64,"expected_fill_days":56,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/shyftoff-asc-agent-success-coordinator","json_url":"https://alion.io/job/shyftoff-asc-agent-success-coordinator.json","meta":{"generated_at":"2026-10-21T15:17:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21841,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3785063},"rest":"https://alion.io/mcp/rest/get_company?id=3785063"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshyftoff-asc-agent-success-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshyftoff-asc-agent-success-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshyftoff-asc-agent-success-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shyftoff-asc-agent-success-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshyftoff-asc-agent-success-coordinator"}]}