Contact Center Performance Leader

Posted yesterday

virtual vocationsDenver (CO)

General and Operations ManagersTelemarketing Bureaus and Other Contact Centers

SENIORITY

Mid

About the role

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

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