Impactful Call Center Leader & Performance Coach

Randstad USA; Roanoke (TX); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical

Prescription

Dental

Vision

AD&D

Life Insurance

Short-term Disability

401K Plan

Job summary

Randstad USA is hiring a Manager of Service Delivery to lead frontline teams, reinforce culture, and ensure superior service execution. You will coach, develop talent, and drive daily performance with accountability across KPIs and client outcomes.

The role emphasizes hands-on coaching, talent growth, and a high-performance environment to support Randstad's growth. The position offers a first shift with typical hours 10 AM to 7 PM, requiring a High School education.

Qualifications

• 3 years of experience in management and leadership required.
• Experience coaching and developing frontline teams preferred.
• Proven track record in achieving SLA, CSAT, NPS targets.

Responsibilities

• Lead and coach agents daily to meet or exceed KPIs (SLA, NPS, CSAT, FCR).
• Conduct weekly 1:1s focusing on behaviors, skill growth, and resilience.
• Maintain IDPs and identify high-potential talent.

Skills

Management

Coaching

Performance Management

SLA

Call Center

Call Center Support

Active Listening

Telephone Etiquette

Typing Skills

Basic Software Skills

Maintaining Calendars

Organization

Working Independently

Decision Making

Education

High School

Job description

Randstad USA is hiring a Manager of Service Delivery to lead frontline teams, reinforce culture, and ensure superior service execution. You will coach, develop talent, and drive daily performance with accountability across KPIs and client outcomes.

The role emphasizes hands-on coaching, talent growth, and a high-performance environment to support Randstad's growth. The position offers a first shift with typical hours 10 AM to 7 PM, requiring a High School education.