Call Center Team Lead

We’re Hiring: Call Center Supervisor (Coach) to Mentor and Support Our Agents!

Are you passionate about guiding teams, driving performance, and identifying opportunities to improve processes and results? Join us as a Call Center Coach at Aventus, where your expertise will help our agents thrive and deliver exceptional customer experiences!

About Aventus

We’re Aventus — a boutique customer experience BPO headquartered in Charleston, South Carolina. For over 10 years, we’ve been providing personalized customer service support to more than 100 brands in the e-commerce space.

Our remote-first culture allows you to work from anywhere with a quiet, distraction-free workspace. If you’re looking for a long-term, stable career with growth potential, we’d love to hear from you!

What Our Coaches Do

-Mentor and Support Agents: Be the go-to expert for your team, coaching them on operational best practices and how to provide top-tier customer service.
-Identify Areas of Improvement: Spend 70% of your time monitoring calls, ticket interactions, or reviewing performance metrics to identify coaching needs and process improvements.
-Drive Campaign Success: Help agents recognize chances to upsell, cross-sell, and enhance the customer experience by providing targeted coaching and implementing initiatives tailored to campaign goals.
-Collaborate with Operations Managers: Provide regular updates and performance reports to Operations Managers (OMs), identifying key trends, wins, and areas requiring improvement.
-Deliver Data-Driven Insights: Create and maintain performance reports using Google Sheets and other GSuite tools. Provide actionable insights to improve productivity and outcomes.
-Coach and Motivate: Conduct regular coaching sessions to keep agents engaged, motivated, and aligned with campaign objectives. Offer actionable feedback to help them grow in their roles.
-Set Clear Expectations: Define learning objectives, financial targets, and performance goals to guide your team. Communicate these regularly to drive focus and accountability.
-Utilize Technical Tools: Ensure team members effectively use ticketing systems, softphone systems, and internal communication channels like Slack to stay productive and connected.
-Support Sales and Service Initiatives: Support and coach agents on upselling, objection handling, retention strategies, and problem-solving techniques that drive better customer outcomes and campaign performance.

What You’ll Need to Succeed

-Coaching/Leadership Experience: At least 2 years in a team lead, supervisor, or coaching role, ideally within a contact center, customer service, or BPO environment.
-Sales/Performance Awareness: Familiarity with upselling, cross-selling, retention strategies, or driving initiatives that enhance campaign outcomes and customer satisfaction.
-Reporting and Analytical Skills: Strong skills in data tracking, analysis, and reporting using GSuite (Google Sheets), with the ability to generate performance reports and actionable insights.
-Technical Proficiency: Familiarity with ticketing systems, softphone applications, and communication tools like Slack.
-Availability: 40 hours per week during EST hours. Rest days may vary and are not guaranteed to fall on weekends.
-English Proficiency: C1 level or higher (spoken and written) with minimal accent.
-Technical Setup: Updated laptop or desktop (Windows 10, 8GB RAM, i3 processor or higher), headset with microphone, and a stable internet connection (40 Mbps download/20 Mbps upload) through a LAN cable.
-Quiet Workspace: A professional, distraction-free home office where you can focus on driving team success.

What Aventus Offers

-Long-Term Growth: A career development path with opportunities to scale and grow.
-Competitive Compensation: $6 USD/hour + Independent Contractor Benefits.
-Fully Paid Training: Get the tools you need to succeed from day one.
-Supportive Management: Our team values your ideas and feedback to optimize processes and outcomes.
-Positive Work Environment: Work-life balance is central to what we do, creating a space where people thrive.
-Annual Performance Reviews: Hard work doesn’t go unnoticed—get recognized and rewarded!

If you’re ready to take the next step in your career and help our agents succeed, apply here: https://wkf.ms/3WQArow