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Role Description

Are you passionate about helping others grow, improve, and succeed? Stronghouse is seeking an Agent Development & Performance Lead to play a key role in elevating the performance and confidence of our call center team. In this role, you will leverage quality assurance insights, call data, and performance trends to identify coaching opportunities, deliver targeted training, and support the professional development of our agents. You’ll partner closely with the Call Center Director of Training & System Administration to translate QA insights and operational metrics into actionable development strategies that improve both agent performance and the overall customer experience. This role is ideal for someone who enjoys coaching, analyzing performance data, and helping teams continuously improve in a fast-paced, high-growth environment.

Key Responsibilities

• Conduct one-on-one coaching sessions with agents to support skill development and performance improvement.
• Facilitate team workshops and training sessions based on identified performance trends.
• Provide real-time feedback and call reviews to help agents refine their communication and sales skills.
• Support onboarding and upskilling programs for both new and existing agents.
• Analyze QA scorecards, Balto insights, and call center performance data to identify training and coaching opportunities.
• Identify team-wide performance trends and develop targeted learning initiatives to address skill gaps.
• Partner with leadership to ensure agents remain aligned with performance benchmarks and quality standards.
• Develop and deliver executive-level summaries highlighting performance trends, coaching outcomes, and development opportunities.
• Track and report on agent progress and training effectiveness.
• Provide actionable insights to leadership that support continuous improvement of the customer experience.
• Assist in the development and maintenance of training materials, playbooks, and learning resources.
• Support calibration sessions to ensure consistent QA scoring and coaching practices.
• Collaborate with operations leadership to reinforce best practices in customer interaction and call handling.
• Oversee Training Support Specialists.

Qualifications

• 1–3 years of experience in call center operations, training, coaching, or performance management.
• Strong communication and coaching skills with the ability to deliver constructive feedback.
• Experience reviewing call recordings, QA scorecards, or performance data preferred.
• Comfortable facilitating team workshops, coaching sessions, and skill development activities.
• Strong organizational and analytical skills with attention to detail.
• Passion for developing people and improving customer experience outcomes.

What Success Looks Like

• Agents demonstrate measurable improvement in QA scores and key performance metrics.
• Training and coaching initiatives are data-driven and aligned with performance trends.
• Agents feel supported, confident, and equipped to deliver exceptional customer experiences.
• Leadership receives clear insights into performance trends and development opportunities.

Reasons to Join Organization

• High-Growth Environment: Be part of a high-growth, acquisitive company that is rapidly expanding and offers exciting opportunities to shape the future.
• Innovative Contributions: Take the lead in driving innovation and implementing new strategies that enhance your role and the company's success.
• Career Growth: Benefit from numerous internal growth opportunities as the company continues to expand, providing a clear path for career advancement.
• Ambitious Goals: Join a company with aspirations and the financial backing to achieve a $1 billion valuation in the next several years, positioning itself as the largest player in its vertical.