Mission Lane

Compensation

Full Description

Job Description: • Provide continuous feedback, conduct performance reviews, and support team members' development to help them excel in their roles. • Create a culture of trust, collaboration, and accountability by promoting open communication and supporting individual and team well-being. • Analyze team and individual data (e.g. CSAT, AHT, and adherence) to identify improvement areas and coach team members toward their goals. • Partner closely with Workforce Management, Learning, and Quality Management teams to identify trends, address performance gaps, and drive continuous improvement. • Ensure all policies, procedures, and compliance standards are followed consistently to protect our customers and the organization. • Lead local initiatives and contribute to cross-functional projects that enhance the overall customer experience. Requirements: • Experience managing frontline agents in a virtual contact center environment, ideally with a team size of 10 or more. • Strong coaching and performance management skills with a proven ability to inspire and influence others. • Experience with interviewing, candidate selection, and managing employment actions in accordance with company policy. • Comfort using data to guide decisions, identify trends, and drive sustained performance improvement. • Clear, direct communication skills with the ability to balance empathy and accountability. • Ability to thrive in a fast-paced, change-driven environment. • Flexibility to work remotely and travel to onsite meetings 4-6 times a year in Richmond, VA or other locations in the US, as required. Benefits: • unlimited paid time off • 401(k) match • a monthly wellness stipend • health/ dental/ vision insurance options • disability coverage • paid parental leave • flexible spending account (for childcare and healthcare) • life insurance • a remote-friendly work environment