Call Center Coach

Signpost is a fast-growing SaaS platform that helps home service providers, like plumbers, electricians, and HVAC technicians, manage customer communications more effectively. 

Our platform enables businesses to instantly respond to inquiries, organize conversations, and improve customer satisfaction. 

We’re looking for passionate service professionals to help us represent our clients’ brands.

Call Center Coach

Austin, TX (Hybrid)

As a full-time coach, you will be a pillar of support for agents development, accountability, and adoption to operational changes. Coaches primary responsibility is holding 1 on 1’s, keeping other leaders in the loop regarding individual’s development plan, and following through on action items discussed during 1 on 1’s.

• You are ready to make an impact.
• You thrive on consistency and self discipline.
• You are excited to use your knowledge of performance evaluation and procedures to help agents refine their skills to be a top performer and achieve their professional goals.
• You are dedicated to supporting your team and leaders by filling the need as it arises.
• You are a dynamic team player with the personal drive to accomplish your goals and continue to set new ones.
• You are a passionate, professional and enthusiastic learner ready to understand, internalize, and execute strategies to support our agents.

• Maintaining employee and workplace privacy
• Maintaining thorough 1 on 1’s documentation and follow through 
• Leading by example while facilitating open lines of communication
• Attention to detail
• Ability and willingness to provide process feedback to senior leadership to improve CC operations 
• Ability to maintain professional relationships while having deep care 
• Ability to be intellectually honest about both sides of an argument 
• Investigating and solving complaints, concerns, and questions from agents
• Ability to articulate service policies and procedures to agents; providing follow through and accountability on service policies and procedures
• Ability to create deep connections to aid in better career development and coaching
• Provide crucial coaching and accountability for agents to support changes within the operations
• Individuals may perform other duties assigned and as needed

• Post-Secondary Education is preferred
• 2+ years work experience in a similar position
• Strong verbal and written interpersonal communication
• Proficient computer skills and experience with virtual meetings
• Ability to have candid conversations while using sincerity and empathy
• Proven success in providing leadership while staying updated on operational changes
• Experience working with Genesys is a plus
• Experience working with outsourced BPOs is a plus
• Motivated to work hard, develop skills, and ask questions to improve understanding
• The ability to creatively problem solve to provide a positive experience to agents
• Ability to be a dependable support person to the leadership team and agents

• $45,000 - $50,000 annual salary
• Competitive benefits including Medical, Dental, Vision, 401k for our full-time employees.
• Paid Time Off (PTO).
• Hybrid working environment and company-provided computer equipment.
• Work for, and be surrounded by, talented professionals who will help you thrive in your role.

What is our hiring process?

Our hiring process allows you to meet your coaches and managers along the way.  Here are the steps we’ll take together:

• Introductory phone screen w/ People Team Contact
• Virtual Interview w/ Manager of Call Center Operations
• Virtual interview w/ Chief Operations Officer
• Offer

We can’t wait to meet you!

How to Apply:

Signpost hopes to hire great people and offer them the opportunity to showcase their abilities.  

We encourage you to apply for this role if you feel you can be a strong contributor and are looking for a chance to optimize your passion for serving customers in a growth environment.

Please submit your resume and application below.

Check us out at www.signpost.com