Contact Center Performance Lead

InteLogix; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

InteLogix seeks a Team Performance Manager to drive key performance indicators, coach agents, and ensure quality standards across the center. The role emphasizes data-driven coaching, performance reviews, and ongoing process improvements.

You will maintain up-to-date records, lead coaching cycles, and collaborate with leadership to reduce attrition and optimize center performance. Strong communication and organizational skills are essential.

Qualifications

• Experience managing KPIs such as Customer Satisfaction, Quality, AHT, CPH/EPH/IPH, and related metrics.

Responsibilities

• Lead regular team meetings (pre/post/ in-shift) to convey program and company updates.
• Coach agents weekly, provide feedback, conduct performance reviews and set goals.
• Perform at least one quality audit per agent weekly and upload results to GC Central and Verint.
• Identify at-risk employees and implement retention and performance-improvement actions.
• Review client call-outs and coach opportunities within 48 hours.

Skills

KPI management

Coaching

Quality audits

Attrition management

Performance reviews

Team communication

Tools

GC Central

Verint

Job description

InteLogix seeks a Team Performance Manager to drive key performance indicators, coach agents, and ensure quality standards across the center. The role emphasizes data-driven coaching, performance reviews, and ongoing process improvements.

You will maintain up-to-date records, lead coaching cycles, and collaborate with leadership to reduce attrition and optimize center performance. Strong communication and organizational skills are essential.