Virtual Project Coach

Afni, Inc.; Alabama; Remote; USD 48,000 - 72,000; Full time

Benefits offered by this job

Competitive pay

Benefits

401(k) match

Paid time off

Training growth

Career growth

Inclusive culture

Job summary

Afni is seeking a Virtual Project Coach to supervise a team of customer service agents supporting a fast-paced telecommunications program. This role is remote and available to candidates in Alabama, Georgia, North Carolina, or Texas, with a focus on coaching, performance development, and driving results.

The position oversees 15+ agents in a high-volume contact center, emphasizing coaching, accountability, and teamwork to achieve performance goals and customer outcomes.

Qualifications

• High school diploma or equivalent.
• 1-2 years direct people leadership in a call center or high-volume environment.
• Experience coaching toward KPIs and improving performance.
• Experience with attendance and schedule management preferred.
• Strong customer service background and ability to drive results.

Responsibilities

• Coach and develop team to meet performance goals.
• Supervise 15+ agents in a high-volume center.
• Provide ongoing coaching and development plans.
• Monitor metrics to drive improvement.
• Identify gaps and implement improvement plans.
• Collaborate with management to develop best practices.
• Resolve concerns with empathy and accountability.
• Communicate direction and build relationships.
• Manage time-off, payroll adjustments, and scheduling reporting.
• Prioritize multiple duties in a fast-paced environment.

Skills

People leadership

Coaching

Customer service

Communication

Problem-solving

Time management

MS Office

Education

High school diploma or equivalent

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 virtual opportunity is available to candidates residing in Alabama, Georgia, North Carolina, or Texas.

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