Service Center
CSCS TXKey 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 toidentifybehavioral 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 toidentifytrends and conversion opportunities
Partner with Quality, Training, and Workforce Management teams tooptimizeresultsandmaintainteam 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,WFMplatforms)
Use of NICE or ZOOMCCaaSpreferred
Strong leadership, coaching, and performance management skills
Excellent analytical and reporting abilities
Strong communicationand interpersonal skills
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.
Must be eligible to work in the U.S. with no restrictions.
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