What does a Coach do?

In this role, you'll supervise and develop a team of call center agents. You'll drive performance, build a team, and help develop individual skills.

As an Afni Team Leader, you'll:

• Work with a team of people and help them get the most out of their natural talents.
• Manage a team of 15 or more call center agents who interact with our clients' customers who call us to get help.
• Collaborate with management and your peers to discover best practices and brainstorm ideas to solve challenges big and small.
• Identify opportunities for individual and team performance improvement, follow an improvement process, and bridge the gap.
• Positively resolve conflict and achieve excellent results by balancing a sense of empathy, care, and performance with customers and staff.
• Take care of some administrative tasks like managing time off, approving payroll adjustments, managing team schedule adherence, and monitoring performance results.

Bring it. You're qualified if you:

• Have previous supervisory experience. 
• Background in sales, customer service, retail, telecommunications, or related field preferred. 
• Possess a strong service background with the ability to drive results for your team.
• Are a strong leader and good relationship builder.
• Have a naturally positive attitude.
• Know your way around Microsoft Office products.
• Are a problem-solver with a genuine desire to help people be successful.
• Can work on more than one thing at a time and know how to prioritize.
• Are ready to be part of a team and contribute to Afni's success.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.