On-Site Project Coach

Salary Range: 

$44,000 - $50,000

We are hiring Project Coaches to join our fun team in Tucson, AZ! In this role, you'll supervise and develop a team of call center agents. You'll drive performance, build a happy team, and help develop individual skills. *Position is on-site in our Tucson, AZ contact center.*

What you will be doing:

• Work with a team of people and help them get the most out of their natural talents.
• Manage a team of 15 or more call center agents who interact with our clients' customers who call us to get help.
• Collaborate with management and your peers to discover best practices and brainstorm ideas to solve challenges big and small.
• Identify opportunities for individual and team performance improvement, follow an improvement process, and bridge the gap.
• Positively resolve conflict and achieve excellent results by balancing a sense of empathy, care, and performance with customers and staff.
• Take care of some administrative tasks like managing time off, approving payroll adjustments, managing team schedule adherence, and monitoring performance results.

REQUIREMENTS

• High school diploma or equivalent.
• 1-2 years of direct people leadership (preferably 10-15 agents) in a call center or high-volume, metric-driven environment preferred.
• Experience with performance management preferred.
• Demonstrated ownership of coaching to KPI's, attendance and schedule management, and improving team performance is preferred.
• Ability to communicate direction in a clear and concise manner.
• Possess a strong customer service background with the ability to drive results for your team.
• Possess strong leadership and relationship skills.
• Have a naturally positive attitude.
• Know your way around Microsoft Office products.
• Are a problem-solver with a genuine desire to help people be successful.
• Can work on more than one thing at a time and know how to prioritize.
• Are ready to be part of a team and contribute to Afni's success.