Job Description

Job Description

Salary Range: 

$44,000 - $50,000

We are hiring an On-Site Overnight Project Coach to join our fun team in Tucson, AZ! In this role, you'll supervise and develop a team of call center agents. You'll drive performance, build a happy team, and help develop individual skills. *Position is on-site in our Tucson, AZ contact center. 

What you will be doing:

You'll start by going through a comprehensive paid training program for roughly 11 weeks to teach you the ropes and prepare you for the role. The expected schedules for training are 7:30am-4:30am AZ Monday-Friday (7 weeks) and 7:00am - 4:00pm AZ Monday-Friday (4 weeks). The post-training schedule will be overnight. Following training you will:

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• Work with a team of people and help them get the most out of their natural talents.
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• Manage a team of 15 or more call center agents who interact with our clients' customers who call us to get help.
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• Collaborate with management and your peers to discover best practices and brainstorm ideas to solve challenges big and small.
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• Identify opportunities for individual and team performance improvement, follow an improvement process, and bridge the gap.
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• Positively resolve conflict and achieve excellent results by balancing a sense of empathy, care, and performance with customers and staff.
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• Take care of some administrative tasks like managing time off, approving payroll adjustments, managing team schedule adherence, and monitoring performance results.
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Bring it. You're qualified if you:

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• High school diploma or equivalent and previous supervisory experience in a call center environment.
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• Ability to communicate direction in a clear and concise manner
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• Possess a strong customer service background with the ability to drive results for your team.
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• Possess strong leadership and relationship skills.
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• Have a naturally positive attitude.
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• Know your way around Microsoft Office products.
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• Are a problem-solver with a genuine desire to help people be successful.
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• Can work on more than one thing at a time and know how to prioritize.
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• Are ready to be part of a team and contribute to Afni's success.
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