On-Site Project Coach

Salary Range: $44,000 - $50,000

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.