Agent Success Coordinator Job Tampa area,Florida USA,IT/Tech

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: (Use the "Apply for this Job" box below)./1xdi
42. Hiregy associate perks: /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

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