Call Center Performance Coach - Remote

Sun Coast Science; Kansas City (MO); Remote; USD 45,000 - 60,000; Full time

Job summary

Sun Coast Science is seeking a Call Center Performance Coach to elevate outbound sales agents through hands-on coaching and performance development strategies. This role emphasizes accountability and motivation, requiring a proactive leader who can drive results and foster a high-performance culture.

Benefits

Monthly performance-based bonuses

Six-month probationary period with regular performance assessments

Mission-driven culture: work that matters, with people who care

Qualifications

• 2+ years in coaching, training, QA, or performance management within a virtual outbound call center.
• Proven success improving conversion rates and revenue through coaching.
• Experience working remotely in high-performance, fast-paced environments.

Responsibilities

• Conduct live call reviews and side-by-side coaching tailored to each agent’s skillset.
• Monitor KPIs and coach agents to exceed benchmarks.
• Lead daily huddles and post-call reviews that reinforce sales fundamentals.

Skills

Coaching

Communication

Time Management

Sales Psychology

Performance Metrics

Education

Advanced degree from an accredited institution

Tools

Salesforce

Google Workspace

Job description

1 day ago Be among the first 25 applicants

This range is provided by Sun Coast Science. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$45,000.00/yr - $60,000.00/yr

About Us:

At Sun Coast Sciences, a division of The Hero Company, our mission is to help people feel, look, and live like their healthiest, most energetic selves - no matter their age. We do that by offering cutting-edge health supplements backed by science, and a customer-first approach powered by connection and integrity.

We are a performance-driven, customer-obsessed team operating inside a high-volume outbound call center. We're passionate about unlocking human potential - both in the lives of our customers and our team. That’s where you come in.

We're looking for a Call Center Performance Coach to support and elevate our outbound sales agents by providing hands-on coaching, real-time feedback, and performance development strategies that align with our high standards and human-first culture.

About Us:

At Sun Coast Sciences, a division of The Hero Company, our mission is to help people feel, look, and live like their healthiest, most energetic selves - no matter their age. We do that by offering cutting-edge health supplements backed by science, and a customer-first approach powered by connection and integrity.

We are a performance-driven, customer-obsessed team operating inside a high-volume outbound call center. We're passionate about unlocking human potential - both in the lives of our customers and our team. That’s where you come in.

We're looking for a Call Center Performance Coach to support and elevate our outbound sales agents by providing hands-on coaching, real-time feedback, and performance development strategies that align with our high standards and human-first culture.

Role Summary:

As a Call Center Performance Coach, you’ll play a key role in building a culture of accountability, motivation, and excellence. You’ll work closely with sales agents to identify gaps, implement improvement plans, and help them break through performance ceilings. You’ll bring both heart and hustle - knowing when to lead with empathy and when to lean in with honest, clear direction. This is not a sidelines role. You’ll lead from the front. That means jumping on calls, modeling conversations, and injecting momentum when the team needs it most. If you’ve ever been called the engine in the room, we want you on Zoom.

We are looking for a high-ownership leader who doesn’t wait to be told what to do. You anticipate challenges, act fast, and bring thoughtful solutions. You treat your team’s performance like it’s your personal bottom line.

Key Responsibilities:

• Conduct live call reviews, side-by-side coaching (virtual), and follow-up sessions tailored to each agent’s skillset and mindset.
• Monitor KPIs (conversation rate, conversion rate, average order values, QA scores, revenue per hour, etc.) and coach agents to exceed benchmarks. Use real-time data to prioritize coaching focus and support corrective action plans.
• Partner with QA, training, and sales managers to create feedback loops and close knowledge gaps.
• Build trust and rapport with agents to create a high-feedback, high-performance culture.
• Track coaching progress and agent improvement over time; document sessions using Salesforce and internal performance systems.
• Lead daily huddles, 1:1s, and post-call reviews that reinforce sales fundamentals and HeroCo values.
• Support initiatives to reduce attrition and drive team morale, especially during high-pressure seasons.
• Develop next-up talent and ensure strong bench strength.

What We're Looking For:

• Lead-from-the-front mindset
• 2+ years in coaching, training, QA, or performance management within a virtual outbound call center or sales environment.
• Proven success improving conversion rates and revenue through coaching.
• Strong grasp of sales psychology, performance metrics, and behavior change models.
• A proactive, action-biased mindset with strong follow-through.
• Excellent communication and time management skills.
• Emotionally intelligent, coachable, and confident having tough conversations.
• Experience working remotely in high-performance, fast-paced environments.
• Comfortable using Salesforce, Vonage (or similar), Google Workspace, and performance dashboards.

Bonus Points For:

• Advanced degree from an accredited institution
• Coaching certification or formal training in adult learning or leadership development.
• Experience in health and wellness, DTC, or supplements space.
• Demonstrated success in turning around underperforming agents or teams.
• Experience maintaining morale while driving accountability.

Compensation & Perks:

• Base Pay: $45,000 – $60,000/year depending on experience
• Monthly performance-based bonuses
• Full-time, remote role (U.S. or LATAM preferred)
• Six-month probationary period with regular performance assessments
• Mission-driven culture: work that matters, with people who care

Tech Requirements:

• Excellent command of English (verbal & written)
• Octane speed of 20,000+ (https://chromium.github.io/octane/)
• Backup power and internet solutions
• Fast, reliable computer with working mic, camera, and headset (you’ll be on Zoom daily)

How to Know If You’re a Fit:

• You light up the room, even when it’s a Zoom room.
• You lead from the front, not just from a spreadsheet.
• You’re a fast learner with high standards, and you’d rather show someone how it’s done than just tell them what to do.
• You obsess over results, not just effort.
• You speak with candor and kindness.
• You love building people up but you’re not afraid to call them higher.
• You take ownership over your corner of the business like it’s your own.
• You’re coachable and always growing.

If you're ready to help a high-performing sales team reach their next level, and you embody the values of integrity, urgency, and care, we want to meet you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Information Technology, and Sales

• Industries

  Wellness and Fitness Services

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