Sales Coach

5 days ago

Northern Suburbs, South Africa MWeb Full time

**Main Purpose of the Job**:
The Product, Sales and Marketing division has a vacancy for a Sales Call Centre Coach based in Cape Town. The primary objective of the Sales Call Centre coach is to ensure coaching requirement of sales support and external partners are met. Accountable for the development and implementation of coaching programs that drives overall sales, improves customer service and ensuring accurate information is provided professionally, courteously and consistently.

**Job Output**:

- Coach agents in all channels to improve overall sales, processes and customer service.
- Provide encouragement, support, and positive reinforcement to all Agents.
- Work closely with Quality Assessors to ensure that overall quality across sales and back office is met.
- Provide critical coaching data used to generate weekly or monthly reports on the performance of sales and support agents and external partners.
- Identify adverse performance and compliance trends and patterns.
- Summarizes findings and recommendations and share with Team Managers to use in agent performance assessments and development.
- Maintain a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
- Develop job aides and other tools to assist agents in improving overall quality of interactions.
- Ensures that coaching documentation is updated and briefed to all.
- Ensures that coaching plans are prepared and updated for all staff.
- Workshop all Communications sent to all sales and back office.
- Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
- Help teams and individual members to clarify process queries or issues.
- Provide input and suggestions for all order manual or automated communication proposed with any process business change.
- Host coaching calibration sessions with Team Managers to ensure that coaching is done similarly and is effective for both Coaches and Team Managers.
- Conduct incubation programs for newly hired agents to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
- Assist with briefings and refresher training.
- Assist with process related changes and launches.
- Assist in ensuring that all new and existing sales processes are working and monitored.
- Assist in the development and collection of work process measurements / Audits.
- Assist in ensuring that all new and existing sales processes are working and monitored.
- Assist with all related quality projects, dip checks.
- Assist in achieving all sales and conversion targets.
- Participate in meetings and presentations or other designated special projects as assigned.
- Drive performance in line with Company's vision and goals.
- Provide input and suggestions for all order manual or automated communication proposed with any process business change.
- Ensure that coaching KPI's are met.
- Other duties as assigned by Management.

**Skills and Competencies**:

- Good time management skills
- Sales orientation
- Team Player
- Attention to detail
- Proactive and innovative
- Customer service orientated
- Results driven
- Ability to work under pressure
- Attention to detail
- Ability to proficiently use all MS Office products
- Excellent, listening, written and verbal communication skills
- Excellent interpersonal skills
- Self-motivated, as well as the ability to work in a team environment
- Continuous improvement mind-set

**Qualifications**:

- Matric/ Grade 12 certificate

**Experience**:

- Matric/ Grade 12 certificate
- Proven success in call centre coaching/mentoring
- Experience monitoring Inbound/Outbound calls and providing feedback
- Must have experience with Excel (reporting) and PowerPoint (presentation)
- Training development experience is a plus
- Coaching: 2 years (required)
- Contact Centre: 3 years (required)
- Knowledge of the ISP industry and products desirable
- Customer service experience

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