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Contact Centre Sales Coach job in Newport

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Job Ref:  204751806
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Monmouthshire
City:  Newport
Post Code:  GL13
Salary:  £25000 - £30000/annum 15% Bonus and Company Car
07/10/2016 03:49
An exciting opportunity has arisen to join a leading UK based independent energy supplier that is on a transformation journey for sales and service delivery. This is brand new role as part of the transformation which provides an opportunity to really fast track your career and join this forward thinking company
The job
We are looking for a dynamic contact centre sales coach to deliver induction training and provide ongoing coaching support to a fast paced front line Newport contact centre. You will need a proven track record of training delivery and coaching in a contact centre environment. Specifically the role will require you to:
Design, develop and deliver training modules covering the skills required in order to undertake an account management, sales or service role
Conduct regular side by side and remote coaching activity and provide constructive feedback so that correct sales and service behaviours are maintained
Develop a log of training requirements and working in conjunction with the Talent and Development team, develop training modules that support skill gaps
Understand the CRM, telephony, and internal systems and support users both in terms of practical use and how they integrate into the sales process
Understand the business drivers and support the sales team in terms of volume, margin management and product prioritisation for cross and up sell activity
Support the quality process in terms of incorporating quality feedback, supporting calibration activity and be involved in the ongoing development of each scorecard
Work with the management team in developing team incentives that are motivational and reward sales and service excellence
Assist Contact Centre and Team Managers with quality assessments of colleagues
No direct responsibility for the management or performance of colleagues, however this role plays a key supporting role, analysing team members' individual performances / skills
Effectively identify development areas, to provide line managers with appropriate MI to help them coaching and monitoring accordingly
Maintain a record of training days / coaching hours and assess impact via performance improvement of colleagues
Promote a positive Health and Safety
Essential Skills
Experience of coaching and training in a contact centre environment is essential
High degree of self-motivation and time management
Target driven / results orientated
Strong influencing and stakeholder management skills
Good organisation skills and ability to prioritise
Excellent Presentation skills
History of selling preferable
Experience of coaching in a multi-channel environment e.g. voice, chat and social media is also desirable
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