Sales Coach

Overview:

Position Overview: The Sales Coach will play a pivotal role in developing and enhancing the sales skills of our Omni Channel contact centre agents. This individual will deliver coaching, training, and performance improvement initiatives to ensure that agents are meeting and exceeding sales targets while maintaining high standards of customer service. The Sales Coach will work closely with the leadership team to identify opportunities for improvement and implement strategies to optimize sales effectiveness and team performance.

Responsibilities:

Key Responsibilities:

• Coaching and Development:
• • Provide one-on-one and group coaching sessions to sales agents, focusing on improving sales techniques, product knowledge, and customer interaction skills.
• Monitor and evaluate sales interactions (calls, chats, emails) to identify areas for improvement and provide constructive feedback.
• Develop and implement tailored training plans for new hires and existing staff to enhance sales performance.
• Performance Management:
• • Track and analyse sales metrics, including attach rate, upsell/cross-sell performance, and other KPIs.
• Conduct performance reviews and provide regular feedback to agents, setting clear goals for improvement.

• Identify skill gaps and design targeted interventions to address performance challenges.

• Client Management:

• • Build and maintain strong relationships with key clients to understand their needs and expectations, ensuring that agents align their efforts with client objectives.
• Act as a liaison between the contact centre and clients to ensure satisfaction and effective issue resolution.
• Proactively address client concerns related to service performance, ensuring that agents deliver high-quality interactions that meet or exceed client expectations.
• Provide regular performance updates and insights to clients, offering suggestions for improving service delivery or addressing emerging needs.

• Ensure that feedback from clients is communicated effectively to agents and incorporated into training and coaching plans.

• Sales Strategy Alignment:

• • Align coaching efforts with the company's sales strategy, ensuring agents understand and implement sales best practices, including effective objection handling, upselling, and relationship-building techniques.
• Partner with sales leadership to ensure that team goals are met and that agents are equipped to meet both short-term and long-term sales objectives.
• Omni-Channel Expertise:
• • Offer support and training specific to multi-channel communication (voice, chat, social media, email), ensuring agents excel in each platform.
• Help agents navigate complex customer inquiries, enhancing both sales outcomes and customer satisfaction.
• Continuous Improvement:
• • Stay updated on industry trends, sales methodologies, and telecom products/services to ensure the team has the latest information and tools.
• Encourage and facilitate a culture of continuous improvement and knowledge-sharing among agents.
• Reporting and Feedback:
• • Generate and share performance reports with leadership, offering insights into team performance, coaching effectiveness, and areas needing attention.
• Provide recommendations to improve sales processes, agent engagement, and overall team morale.

Qualifications:

• Experience:
• • 3+ years of experience in a sales role or training background, preferably within a telecom or customer service environment.
• Minimum 5- 9 years of experience in a coaching or training capacity, with a focus on sales coaching in a contact centre setting.
• Proven track record of exceeding sales targets and driving performance improvement in a contact centre environment.

Requirements:

• Skills:
• • Strong coaching and mentoring abilities with a passion for developing talent.
• Deep understanding of omni-channel contact centre and sales operations.
• Excellent communication and interpersonal skills, capable of delivering feedback constructively.
• Ability to analyse sales data and identify actionable insights.
• Strong problem-solving skills and ability to think creatively to drive results.
• Technical Skills:
• • MS Office.
• Familiarity with contact centre reporting tools and sales performance metrics.