Contact Center Service Performance Lead

The Travel Corporation

. Lead, coach, motivate, and develop a high-performing team of Contact Center Service Agents .

Posted 10/20/2026full-timeRemote • United StatesSenior💰 $26 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing high-performing Contact Center teams, focusing on customer satisfaction, performance metrics, and operational improvements. Proficient in utilizing data-driven insights to enhance coaching, training, and service delivery.

Highest-signal resume keywords

Contact Center LeadershipPerformance ManagementData AnalysisCustomer Satisfaction MetricsGenesys Cloud Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsCoachingTraining Needs AssessmentKPI TrackingService RecoveryOperational ImprovementData-Driven Decision MakingQuality EvaluationsSchedule AdherenceRecruitment and Onboarding

Soft Skills

Excellent CommunicationCollaborationCalm Under PressureMotivationEmployee Engagement

Tools & Technologies

Genesys CloudSalesforceMicrosoft O365Contact Center Systems

Industry Keywords

Customer ServiceContact CenterService-Level TargetsContinuous ImprovementWorkforce Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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