On-Site Project Coach

Afni, Inc.•Tucson, AZ

1d•$44,000 - $50,000•Onsite

About The Position

The Project Coach supervises and develops a team of customer service agents supporting a fast-paced telecommunications program. The role drives team performance, strengthens employee engagement, and builds individual skills through consistent coaching, clear expectations, and accountability. This position is on-site at Afni’s Tucson, Arizona call center. The Project Coach leads a team of 15 or more agents in a high-volume contact center, monitors performance and business metrics, identifies performance gaps, and implements and follows through on improvement plans. The role also addresses employee and customer concerns, collaborates with management and peers, communicates expectations, and handles administrative responsibilities including time-off requests, payroll adjustments, schedule adherence, and performance reporting.

Requirements

High school diploma or equivalent.
One to two years of direct people leadership experience; experience leading 10 to 15 employees in a call center or other high-volume, metric-driven environment is preferred.
Experience coaching employees to key performance indicators and improving individual and team performance.
Strong customer service background and 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 succeed.
Ability to manage multiple priorities and determine which work requires immediate attention.
Ability to work collaboratively and contribute to Afni’s success.

Nice To Haves

Experience leading 10 to 15 employees in a call center or other high-volume, metric-driven environment.
Experience with performance management, attendance, and schedule management.

Responsibilities

Coach and develop employees to achieve individual and team performance goals.
Supervise a team of 15 or more customer service agents 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 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 and build strong working relationships across the organization.
Manage time-off requests, payroll adjustments, schedule adherence, and performance reporting.
Prioritize multiple responsibilities in a fast-paced, metric-driven environment.