Key Responsibilities 

• Manage a team of contact center agents to achieve performance and conversion targets 

• Drive daily, weekly, and monthly KPI achievement through structured coaching and performance management  

• Utilize Auto QA systems to identify behavioral gaps and targeted coaching opportunities 

• Leverage Agent Assist tools to improve real-time agent performance and accuracy 

• Conduct KPI-focused one-on-ones and performance reviews 

• Develop action plans for underperforming agents and recognize high performers 

• Analyze dashboards and reporting data to identify trends and conversion opportunities  

• Partner with Quality, Training, and Workforce Management teams to optimize results and maintain team adherence above 90% 

• Lead performance huddles focused on daily targets and motivational strategies 

• Increase retention and reduce churn through effective save strategies and objection handling 

Success Profile 

• Data-driven leader with strong analytical skills 

• Proven record of improving conversion and revenue metrics 

• Experienced in using modern contact center technology to enhance performance 

• Strong coaching mindset with measurable performance improvement results 

Required Qualifications: 

• Bachelor’s degree or equivalent experience 

• 3+ years of contact center experience, with at least 1 year in a supervisory role 

• Proven experience improving conversion rates and team performance 

• Experience using modern contact center systems (Auto QA, Agent Assist, CRM , WFM platforms) 

• Use of NICE or ZOOM CCaaS preferred 

• Strong leadership, coaching, and performance management skills 

• Excellent analytical and reporting abilities 

• Strong communication and interpersonal skills