Contact Center Performance Leader
Job Summary
Leading a high-performing team, the full-time Contact Center Performance Leader will coach and develop agents to enhance customer satisfaction, quality, and productivity in a fully remote environment.
Key Responsibilities
- Inspire and lead the service team to exceed performance targets in customer satisfaction, quality, and resolution
- Conduct regular coaching sessions and provide actionable feedback to enhance agent performance and customer experience
- Monitor and analyze performance metrics to identify improvement opportunities and ensure effective service delivery
Required Qualifications
- 2+ years of previous contact center experience
- Previous leadership experience preferred
- Familiarity with Contact Center systems and performance metrics
- Comfortable using data and reports to inform decision-making
- Proficient with computer systems, including Microsoft O365; Genesys Cloud experience is a plus
Complete Job Description
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