Agent Performance & Development Partner (Remote)
Janie
El Salvador · Honduras · Costa Rica · Philippines · South Africa · Argentina · Colombia · Dominican Republic · El Salvador · Honduras · India · Philippines
Posted on Sep 2, 2025
Agent Performance & Development Partner (Remote)
El Salvador • Honduras • Philippines • Colombia • Argentina • Dominican Republic • India
Operations
2 days ago
Remote
Full-time
About Janie
Janie is transforming the way healthcare and dental practices operate. We combine world-class virtual talent, helping practices reduce overhead, boost efficiency, and focus more time on patient care. In just our first year, we’ve grown exponentially — and we’re just getting started.
Our virtual agents are the heart of what we do. To make sure they thrive, we’re introducing a new role dedicated to guiding their performance, building their confidence, and ensuring they deliver excellence every day: Agent Performance & Development Associate.
The Role
As an Agent Performance & Development (AP&D) team member, you’ll be assigned a portfolio of Janie’s virtual agents and serve as their direct performance coach. You’ll track productivity, review quality, provide coaching, and create individualized growth plans that help agents succeed in their roles and grow in their careers.
This is a highly impactful role: the work you do directly influences agent satisfaction, client retention, and the quality of Janie’s reputation. You’ll work within our evolving frameworks, execute with excellence, and share insights with leadership to strengthen the systems we’re building.
What You’ll Do
- Oversee a Portfolio of Agents – Take ownership of a group of agents, ensuring they are performing at their best, meeting client expectations, and staying engaged in their work.
- Coach & Develop Agents – Deliver clear, constructive feedback, create individual growth plans, and ensure every agent has a pathway toward improvement and advancement.
- Partner with CSMs & Recruiting – Collaborate closely with Customer Success and other cross-functional teams to surface training gaps, performance risks, and opportunities for company development.
- Drive Retention – Proactively manage at-risk situations with coaching interventions and structured support to reduce client and agent churn.
- Lead with Data – Track and analyze performance trends, using insights to guide your coaching and escalate broader recommendations to leadership.
- Scale What Works – Share your observations from the field to help leadership refine and scale best practices across Janie.
What We’re Looking For
- 2–4+ years of experience in employee performance management, coaching, QA, training, or a related role (BPO, healthcare, SaaS, staffing industries preferred).
- Strong interpersonal and communication skills — you know how to inspire, hold people accountable, and deliver feedback in a way that builds confidence, not fear.
- A natural problem-solver who can spot patterns, identify risks early, and guide agents toward solutions.
- Comfortable working with performance data and turning numbers into clear coaching action.
- Highly organized, able to manage multiple agents and priorities within a portfolio.
- Experience with distributed or international teams is a plus.
The Bottom Line
This role is perfect for someone who loves helping others grow and succeed. If you have experience coaching performance — whether in a call center, healthcare office, SaaS company, or a similar environment — and you’re excited to help build a culture of excellence at a fast-growing startup, we’d love to hear from you.
First name *
Last name *
Email *
LinkedIn URL
Phone number *
Location *
Resume *
Click to upload or drag and drop here
Are you available full-time during U.S. business hours? *
Do you have experience coaching or managing frontline agents? *
Are you fluent in English and able to deliver performance feedback in a remote setting? *
Are you comfortable using Slack, Zoom, and Google Docs? *
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: R38