Contact Center Service Performance Leader

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, coach, inspire, and develop a high-performing team of Contact Center Service Agents

• Enhance customer satisfaction, quality, resolution, productivity, efficiency, service-level targets, and employee engagement

• Monitor daily individual and team performance, identifying trends, risks, and areas for improvement

• Convert customer, quality, and operational data into focused coaching and performance enhancement actions

• Conduct regular one-on-one coaching sessions and deliver timely, actionable feedback

• Identify training requirements and collaborate with Learning & Development

• Oversee performance, attendance, conduct, and employee development in accordance with company policies

• Develop individual development plans and assist with succession planning and career advancement

• Engage in recruitment, interviewing, selection, onboarding, and integration of new Service Agents

• Assist agents with complex customer issues, escalations, and service recovery

• Analyze customer feedback, quality evaluations, complaints, and interaction data to uncover coaching and process improvement opportunities

• Monitor daily, weekly, and monthly KPIs such as customer satisfaction, quality, first-contact resolution, repeat contact, productivity, service level, and schedule adherence

• Compile performance reports and present findings to the Contact Center Manager

• Lead continuous improvement initiatives and support the implementation of new technologies, service processes, AI-enabled capabilities, and operational enhancements

• Collaborate with Workforce Management, Learning & Development, Quality, Technology, Product, and other business teams

• Supervise service queues, service levels, workload distribution, agent availability, and operational performance

• Manage fluctuating contact volumes, service risks, and operational priorities

• Ensure operational readiness during peak periods, significant business events, disruptions, and major organizational initiatives

• Achieve measurable improvements in KPIs for coached agents, maintain or exceed 85–90% average QA scores, reduce repeat errors or escalations, ensure workload balance, and minimize Journal log errors

⛳️ Requirements

• 2+ years of prior contact center experience

• Experience with Genesys Cloud is a significant advantage!

• Previous leadership experience is preferred

• Comfortable utilizing data and reports to inform decision-making

• Remain calm under pressure and confident in high-volume service environments

• Excellent communication and collaboration skills

• Familiarity with Contact Center systems and performance metrics

• Knowledge of Salesforce is preferred

• Proficient with computer systems, including Microsoft O365

• Flexibility to work shifts, including weekends and holidays, during peak booking periods as needed

🏝️ Benefits

• Comprehensive health insurance options

• Opportunities for professional development and training

• Paid time off and holiday pay

• Employee assistance programs

• Competitive salary and performance incentives