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SALES CALL CENTRE COACH - ISP - 337000
SALES CALL CENTRE COACH - ISP
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Parow, Western Cape
My client in the ISP industry is looking for a Sales Call Centre Coach to join their team in Cape Town.
APPLICANTS IN THE AREA WILL BE GIVEN PREFERENCE.
The main purpose of the role is to ensure that the coaching requirements of sales support and external partners are met. The successful applicant will be accountable for the development and implementation of coaching programmes that drive overall sales, improve customer service, and ensure accurate information is provided professionally, courteously and consistently.
Duties & Responsibilities
Duties will include, but are not limited to, the following:
Coach agents in all channels to improve overall sales and customer service
Provide encouragement, support, and positive reinforcement to all Agents
Work closely with Quality Assessors to ensure that overall quality across on sales channels 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.
Summarise 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.
Workshop all Communications sent to all sales channels
Provide input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
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 with new product launches (Briefings)
Assist with all related quality projects, dip checks
Participate in meetings and presentations or other designated special projects as assigned.
Drive performance in line with Company's vision and goals
Ensure that Business Process documents is updated and briefed to all
Ensure that coaching KPI’s are met
Assist in achieving all sales and conversion targets
Other duties as assigned by Management.
Desired Experience & Qualification
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)