Virtual Team Coach - Lead 15+ Call Center Agents

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

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.