Job Details

divh2Service Center/h2pCSCS TX/ph3Key Responsibilities/h3ulliManage a team of contact center agents to achieve performance and conversion targets/liliDrive daily, weekly, and monthly KPI achievement through structured coaching and performance management/liliUtilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities/liliLeverage Agent Assist tools to improve real-time agent performance and accuracy/liliConduct KPI-focused one-on-ones and performance reviews/liliDevelop action plans for underperforming agents and recognize high performers/liliAnalyze dashboards and reporting data to identify trends and conversion opportunities/liliPartner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90%/liliLead performance huddles focused on daily targets and motivational strategies/liliIncrease retention and reduce churn through effective save strategies and objection handling/li/ulh3Success Profile/h3ulliData-driven leader with strong analytical skills/liliProven record of improving conversion and revenue metrics/liliExperienced in using modern contact center technology to enhance performance/liliStrong coaching mindset with measurable performance improvement results/li/ulh3Required Qualifications:/h3ulliBachelors degree or equivalent experience/lili3+ years of contact center experience, with at least 1 year in a supervisory role/liliProven experience improving conversion rates and team performance/liliExperience using modern contact center systems (Auto QA, Agent Assist, CRM, WFM platforms)/liliUse of NICE or ZOOM CCaa S preferred/liliStrong leadership, coaching, and performance management skills/liliExcellent analytical and reporting abilities/liliStrong communication and interpersonal skills/li/ulpCaliber uses E-Verify to confirm the identity and employment eligibility of all new hires./ppMust be eligible to work in the U.S. with no restrictions./p/div