Contact Center Leader & Performance Coach

Dhpace; Atlanta (GA); On-site; USD 60,000 - 88,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Paid time off and holidays

Life insurance and disability

401(k) with employer match

HSA and FSA options

Voluntary benefits

Employee discounts

Competitive compensation with annual 绩

Performance reviews

Job summary

DH Pace Company, Inc. in Atlanta, GA is seeking a Contact Center Supervisor to lead our Customer Service Representatives. You will coach and motivate the team to achieve performance goals while delivering exceptional service and ensuring continuous improvement.

Your leadership focuses on coaching, scheduling, on-boarding, and handling escalations to maintain high customer satisfaction. The role requires effective communication and a proactive approach in a fast-paced environment.

Qualifications

• 3+ years of customer service experience, with at least 1 year in a supervisory or leadership role.
• Strong understanding of contact center operations and performance metrics.
• Proven experience in coaching, mentoring, and developing team members.
• Exceptional communication and interpersonal skills, with the ability to handle conflict diplomatically and motivate a diverse team.
• Proficiency in CRM software and integrated phone systems; familiarity with IFS or similar platforms is a plus.
• Customer-centric attitude, positive demeanor under pressure.
• Ability to adapt in a fast-paced environment and meet changing needs.

Responsibilities

• Oversee a team of CSRs, providing regular coaching, support, and development to help them meet or exceed performance expectations.
• Use performance data and regular observations to coach and ensure CSRs adhere to standards and deliver outstanding service.
• Ensure team members meet operational strategies and performance goals; communicate client and company expectations clearly.
• Handle onboarding, scheduling, and performance management, including disciplinary actions as necessary.
• Manage and resolve customer escalations and complex issues to maintain a positive experience.
• Ensure schedule adherence and proper staffing to maintain service levels.
• Identify barriers and inefficiencies; recommend workflow improvements to boost performance.
• Monitor compliance with policies and safety standards; report metrics to senior management.
• Support implementation of new processes and tools and assist with special projects.
• Other duties as assigned.

Skills

Customer service leadership

Coaching/mentoring

Communication skills

CRM software proficiency

Phone systems familiarity

Problem solving

Tools

CRM software

IFS-like platforms

Job description

DH Pace Company, Inc. in Atlanta, GA is seeking a Contact Center Supervisor to lead our Customer Service Representatives. You will coach and motivate the team to achieve performance goals while delivering exceptional service and ensuring continuous improvement.

Your leadership focuses on coaching, scheduling, on-boarding, and handling escalations to maintain high customer satisfaction. The role requires effective communication and a proactive approach in a fast-paced environment.