Contact Center Service Performance Lead

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

The Travel Corporation

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1920

🏨 Hospitality

💼 Consulting

✈️ Travel

Hospitality • Consulting • Travel

The Travel Corporation is a global travel and tourism company committed to providing transformative travel experiences. With a passion for exploring the world, the company offers a variety of travel styles and destinations, from guided luxury tours to tailor-made adventures. Their focus on sustainability is evident through initiatives like the TreadRight Foundation, which works to make travel a positive force for good by addressing impacts on the planet, people, and wildlife. As a family of brands, The Travel Corporation aims to fulfill the human urge for connection and learning through travel, while adhering to a sustainability strategy aligned with the UN Global Goals.

📋 Description

• Lead, coach, motivate, and develop a high-performing team of Contact Center Service Agents • Drive customer satisfaction, quality, resolution, productivity, efficiency, service-level targets, and employee engagement • Monitor individual and team performance daily, identifying trends, risks, and improvement opportunities • Translate customer, quality, and operational data into targeted coaching and performance improvement actions • Conduct regular 1:1 coaching sessions and provide timely, actionable feedback • Identify training needs and partner with Learning & Development • Manage performance, attendance, conduct, and employee development in accordance with company policies • Participate in recruitment, interviewing, selection, onboarding, and integration of new Service Agents • Support agents with complex customer situations, escalations, and service recovery • Review customer feedback, quality evaluations, complaints, and interaction data • Track KPIs including customer satisfaction, quality, first-contact resolution, repeat contact, productivity, service level, and schedule adherence • Prepare performance reports and present results to the Contact Center Manager • Lead continuous improvement initiatives and support implementation of new technologies, service processes, AI-enabled capabilities, and operational improvements • Monitor service queues, workload distribution, agent availability, and operational performance • Partner with Workforce Management on schedule adherence, staffing requirements, and service delivery • Support operational readiness during peak periods, significant business events, disruptions, and organizational initiatives • Build partnerships with Product, Operations, Workforce Management, Learning & Development, Quality, Technology, and other business functions

🎯 Requirements

• 2+ years previous contact center experience • Genesys Cloud experience is a big plus! • Previous leadership experience is preferred • Comfortable using data and reports to shape decisions • Calm under pressure and confident in high-volume service environments • An excellent communicator and collaborator • Familiar with Contact Center systems and performance metrics • Familiarity with Salesforce preferred • Proficient with computer systems including Microsoft O365 • Flexibility to work shifts, including weekends and holidays, during peak booking periods as needed