BPO Sales Coach: Performance and Growth

IntouchCX; Mabalacat; On-site; PHP 502,000 - 725,000; Full time

Job summary

IntouchCX is seeking a Sales Coach to analyze, monitor, audit, and report on the team’s sales performance, identifying trends and opportunities to improve revenue and effectiveness. The role includes integrated coaching sessions, live monitoring, workshops, and audits to drive results.

You will work with the team to meet KPIs, interpret reports, develop action plans, and address issues in a fast-paced call center environment.

Qualifications

• Some post-secondary education or completion of a post-secondary degree with a major in Business (asset).
• Sales experience is an asset.
• 1–2 years in call center and/or customer service.
• Experience dealing with escalated issues in a call center capacity.
• Ability to work a variety of shifts, including days, evenings, and holidays.
• Exceptional time management, organizational, and prioritization skills.
• Ability to work independently and in a team within a fast-paced environment.
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) (asset).
• Ability to use spreadsheet applications to maintain and develop operational reporting.

Responsibilities

• Manage operational performance to meet KPIs related to revenue/sales and SLAs by providing optimum quality & service.
• Interpret and analyze reports to measure production levels and identify root causes for underperformance in revenue/sales.
• Develop solutions, strategies, and action plans to improve business performance in revenue/sales and client success.
• Use critical thinking to investigate and develop solutions to address ad hoc issues in revenue/sales.
• Motivate the team through relationship building and real-time coaching.
• Develop and deploy incentive programs to motivate agents to achieve revenue/sales outcomes.
• Bring in-depth operational knowledge in revenue/sales and contribute in client meetings.
• Gain expert level knowledge on all client products and promotions.
• Demonstrate a positive work ethic and commitment to outcomes.
• Act as a role model and exemplify company’s 10 cultural values.

Skills

Sales experience

Call center experience

Customer service

Time management

Organizational skills

Prioritization

Independent and team work

Typing 30 WPM

Spreadsheet reporting

Education

Some post-secondary education or Business major

Tools

Google Sheets

Google Slides

Google Docs

Google Drive

Job description

IntouchCX is seeking a Sales Coach to analyze, monitor, audit, and report on the team’s sales performance, identifying trends and opportunities to improve revenue and effectiveness. The role includes integrated coaching sessions, live monitoring, workshops, and audits to drive results.

You will work with the team to meet KPIs, interpret reports, develop action plans, and address issues in a fast-paced call center environment.