Lumen Agency built a 24/7 chatter team across 4 time zones
Lumen needed round-the-clock coverage for their top creators. OFM Jobs helped them find and onboard a global team in under 30 days.
The figures in this example
- 24/7
- Coverage for top creators
- 4 time zones
- Where the team is based
- Under 30 days
- To find and onboard the team
The situation
Lumen Agency needed round-the-clock coverage for its top creators. No single time zone could provide that, so the team had to be spread across several.
What changed
- Candidates from different regions sat the same tests, so quality was comparable no matter where a chatter was based.
- Shift planning covered the handovers between time zones, which is where round-the-clock teams usually lose conversations.
- Shared onboarding material got a global team productive in under 30 days.
The tools behind it
Read next
- Offshore Chatter Operating Models: Timezone, Quality, and Language Tradeoffs
How offshore chatter operating models handle timezone gaps, async handoffs, language quality standards, and escalation design. A practical operator guide for OFM agencies hiring at scale.
- Chatter Scheduling at Agency Scale: Tooling and Rhythms
Chatter scheduling at agency scale requires capacity targets by role, sustainable shift rotations, and weekly horizon reviews. Learn the tooling stack and rhythms that prevent overload and keep delivery on track.