Overseeing daily call center performance, the full-time Remote Call Center Liaison will mentor and support frontline agents while managing escalations and tracking team-wide performance trends in a remote setting. Key responsibilities Monitor daily call center performance, attendance, and participation Identify at-risk agents and intervene as necessary to maintain staffing stability Collaborate with the team to discuss daily KPI monitoring and escalate risks early Required qualifications 2+ years of recent call center leadership or management experience Proven communication and conflict-resolution skills Ability to work any assigned shift between 8 AM-10 PM EST, Monday-Friday Tech-savvy with the ability to navigate multiple systems Reliable high-speed internet and a quiet workspace (no mobile hotspots allowed)