On-Site Project Coach

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with match

Paid time off

Job summary

Afni, Inc. is seeking a Virtual Project Coach to supervise and develop a team of customer service agents supporting a fast-paced telecommunications program. The role emphasizes coaching, clear expectations, and accountability while ensuring strong employee engagement.

The position is on-site at the Tucson, AZ call center and requires leadership experience in a call center setting. You will monitor performance, provide guidance, and collaborate with management to drive results.

Qualifications

• Direct people leadership experience in a call center or high-volume, metric-driven environment.
• Experience coaching employees to KPIs and improving performance.
• Ability to manage multiple priorities and drive results.

Responsibilities

• Coach and develop a team of 15+ agents to achieve performance goals.
• Supervise a high-volume customer service team in a call center.
• Provide ongoing feedback and development planning to improve effectiveness.

Skills

People leadership

Coaching

Communication

Problem solving

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Position Purpose
The Virtual Project Coach is responsible for supervising and developing a team of customer service agents supporting a fast-paced telecommunications program. This role drives team performance, strengthens employee engagement, and builds individual skills through consistent coaching, clear expectations, and accountability.

*This position is on-site at our Tucson, AZ call center.*

Essential Functions and Responsibilities:

• Maximize team potential by coaching and developing employees to achieve individual and team performance goals.
• Supervise a team of 15 or more customer service agents who support customers in a high-volume contact center environment.
• Provide ongoing coaching, performance feedback, and development planning to improve employee effectiveness and customer outcomes.
• Use key performance indicators, attendance, schedule adherence, and other business metrics to monitor results and drive improvement.
• Identify performance gaps, implement improvement plans, and follow through to measure progress.
• Partner with management and peers to identify best practices and develop solutions to business challenges.
• Resolve employee and customer concerns while balancing empathy, accountability, and performance expectations.
• Communicate direction and expectations clearly while building strong working relationships across the organization.
• Manage administrative responsibilities, including time-off requests, payroll adjustments, schedule adherence, and performance reporting.
• Prioritize multiple responsibilities effectively in a fast-paced, metric-driven environment.

Requirements

Minimum Job Requirements:

• High school diploma or equivalent.
• One to two years of direct people leadership experience, preferably leading 10 to 15 employees in a call center or other high-volume, metric-driven environment.
• Experience coaching employees to key performance indicators and improving individual and team performance.
• Experience with performance management, attendance, and schedule management preferred.
• Strong customer service background with the ability to drive results through others.
• Strong leadership, communication, and relationship-building skills.
• Working knowledge of Microsoft Office products.
• Problem-solving skills and a genuine desire to help people be successful.
• Ability to manage multiple priorities and determine which work requires immediate attention.
• Ability to work collaboratively and contribute to Afni's success.

Why Work at Afni?

At Afni, we believe great customer experiences start with great people. When you join our team, you're not just taking a job. You're building a career with a company that invests in your growth, values your contributions, and gives you the opportunity to make a real impact every day.
As a global customer engagement company, we partner with leading brands to help customers connect, solve problems, and achieve their goals. Whether you're supporting customers, leading a team, driving operational excellence, or advancing innovation, the work you do matters.
We're large enough to offer career mobility, development opportunities, and comprehensive benefits, yet small enough that your voice is heard and your contributions are recognized. At Afni, you'll have the opportunity to learn new skills, take on new challenges, and explore career paths across our diverse business areas.

What You Can Expect at Afni?

• Competitive pay and performance-based incentives
• Comprehensive medical, dental, vision, life, and disability benefits
• 401(k) with company match
• Paid time off and holiday benefits
• Training, coaching, and career development opportunities
• Internal advancement and growth opportunities
• A supportive, inclusive, and collaborative culture
• The chance to make a meaningful impact for our clients, customers, and communities

Our Commitment to Inclusion

Afni is committed to creating a workplace where everyone is treated with dignity, respect, and fairness. We are proud to provide equal employment opportunities to all applicants and employees and maintain a work environment free from discrimination, harassment, and retaliation. Employment decisions are based on qualifications, performance, business needs, and applicable job requirements, without regard to any characteristic protected by federal, state, or local law.

Bring your talent. Build your future. Make an impact with Afni.

Shift

Full-time