On-Site Call Center Coach & Team Leader

Afni, Inc.; Tucson (AZ); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision, life, and ADP

401(k) with company match

Paid time off and holidays

Training and career development

Internal advancement

Inclusive and collaborative culture

Job summary

Afni, Inc. seeks a Virtual Project Coach to lead and develop a team of customer service agents in a fast-paced call center environment in Tucson, AZ. You will coach to KPIs, manage performance, and drive improvements while maintaining a team-focused culture.

The role emphasizes coaching, performance management, attendance, and schedule adherence in a metric-driven setting, with on-site collaboration across management peers.

Qualifications

• Minimum 1–2 years of direct people leadership, preferably 10–15 employees in a call center.
• High school diploma or equivalent required.
• Experience coaching to KPIs and improving performance.
• Strong leadership, communication, and relationship-building skills.
• Working knowledge of Microsoft Office products.

Responsibilities

• Coach and develop a team of customer service agents to meet performance goals.
• Supervise a team of 15 or more in a high-volume contact center.
• Provide ongoing coaching, feedback, and development planning.
• Use metrics to monitor results and drive improvement.
• Identify gaps, implement improvement plans, and measure progress.
• Communicate direction and expectations clearly across the organization.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Team development

Education

High school diploma

Tools

Microsoft Office

Job description

Afni, Inc. seeks a Virtual Project Coach to lead and develop a team of customer service agents in a fast-paced call center environment in Tucson, AZ. You will coach to KPIs, manage performance, and drive improvements while maintaining a team-focused culture.

The role emphasizes coaching, performance management, attendance, and schedule adherence in a metric-driven setting, with on-site collaboration across management peers.