Performance Coach

Camis • Ann Arbor, MI

2d • Remote

About The Position

As a Performance Coach at Camis, you’ll have the opportunity to mentor and guide our front-line agents to help them meet their performance goals and exceed expectations.
You’ll be instrumental in coaching and guiding your team toward success, including:
Monitoring Calls: Track performance by evaluating calls and chat recordings.
Providing Feedback: Offer timely and constructive feedback to help agents grow.
Mentoring: Support new and returning staff to achieve their performance goals.
Training: Assist with identifying training needs and conducting training sessions.
Conduct Meetings: Lead team meetings to ensure performance is on track.
Collaborate: Share insights and recommendations with the Assistant Manager of Call Centre Staffing Operations to ensure continuous improvement.
Scheduling: Organize meetings based on agent availability.
Customer Service: Deliver excellent service to both Camis staff and clients.
Issue Resolution: Escalate unresolved issues to the Performance & Quality Lead.

Requirements

• Exceptional Communication: Fluency in both verbal and written English (French is a plus!).
• Reliability: Strong attendance and punctuality.
• Attention to Detail: A keen eye for accuracy and quality.
• Independent Work Style: Good judgment and the ability to work autonomously.

Nice To Haves

• Coaching Experience: Mentoring or coaching experience is a bonus!

Responsibilities

• Monitoring Calls: Track performance by evaluating calls and chat recordings.
• Providing Feedback: Offer timely and constructive feedback to help agents grow.
• Mentoring: Support new and returning staff to achieve their performance goals.
• Training: Assist with identifying training needs and conducting training sessions.
• Conduct Meetings: Lead team meetings to ensure performance is on track.
• Collaborate: Share insights and recommendations with the Assistant Manager of Call Centre Staffing Operations to ensure continuous improvement.
• Scheduling: Organize meetings based on agent availability.
• Customer Service: Deliver excellent service to both Camis staff and clients.
• Issue Resolution: Escalate unresolved issues to the Performance & Quality Lead.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed