Lead Contact Center Coach Appointments & Performance

Long Home; Corridor North (MD); On-site; USD 50,000 - 75,000; Full time

Job summary

Long Home is seeking a motivated Contact Center Supervisor to lead a team of Contact Center Agents responsible for converting prospective customers into qualified sales appointments. This hands-on role emphasizes coaching, performance, and creating an energetic, accountable environment.

You will manage daily operations, monitor performance, improve lead conversion, and ensure every prospect receives a professional and positive experience. Salary ranges and incentives are described in the ad.

Qualifications

• Experience in a high-volume contact center environment.
• Supervisory or coaching experience desired.
• Ability to coach toward measurable performance goals.
• Strong understanding of KPIs, QA, and performance management.
• Excellent verbal and written communication skills.
• Comfort using CRM and contact center technology.
• Salesforce or Five9 experience is a plus.

Responsibilities

• Coach, develop, and motivate agents to hit appointment-setting, conversion, productivity, quality, and CX goals.
• Monitor daily team performance and provide timely coaching and feedback.
• Review calls and QA results to identify coaching opportunities and improve effectiveness.
• Help agents strengthen call strategy, objections handling, and lead conversion.
• Support daily operations: staffing, workflow, systems, and floor management.
• Assist with recruiting, onboarding, and training new agents.
• Track KPIs and trends; partner with leadership to address opportunities.
• Ensure adherence to processes, scripts, tech requirements, and policies.
• Recognize strong performance and address concerns quickly.
• Communicate product updates, promotions, and company initiatives.
• Resolve escalated customer concerns and protect experience.

Skills

Coaching

Team leadership

Performance management

Call center ops

CRM experience

Communications

Data analysis

Tools

Salesforce

Five9

Job description

Long Home is seeking a motivated Contact Center Supervisor to lead a team of Contact Center Agents responsible for converting prospective customers into qualified sales appointments. This hands-on role emphasizes coaching, performance, and creating an energetic, accountable environment.

You will manage daily operations, monitor performance, improve lead conversion, and ensure every prospect receives a professional and positive experience. Salary ranges and incentives are described in the ad.