Virtual Project Coach

Afni, Inc.•,

14h•$44,000 - $50,000•Remote

About The Position

The Virtual 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 develops individual skills through consistent coaching, clear expectations, and accountability. This virtual opportunity is available to candidates residing in Alabama, Georgia, North Carolina, or Texas. The coach leads a team of 15 or more agents in a high-volume contact center environment, monitors performance and business metrics, and addresses performance gaps through coaching and improvement plans. The position also handles employee and customer concerns and administrative duties, including time-off requests, payroll adjustments, schedule adherence, and performance reporting. The role requires prioritizing multiple responsibilities in a fast-paced, metric-driven environment and working collaboratively with management and peers. Afni describes its workplace as supportive, inclusive, and collaborative, with opportunities for training, development, career mobility, and advancement. The company provides equal employment opportunities and maintains a work environment free from discrimination, harassment, and retaliation.

Requirements

High school diploma or equivalent.
One to two years of direct people leadership experience; preferably leading 10 to 15 employees in a call center or other high-volume, metric-driven environment.
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 be successful.
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 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.
Monitor key performance indicators, attendance, schedule adherence, and other business metrics to 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 effectively in a fast-paced, metric-driven environment.