Sales & Retention Team Coach | Contact Centre

Hammerjack Pty Ltd; Philippines; On-site; PHP 812,000 - 973,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Ortigas office location

Salary advance program

Upskilling through Emapta Academy

Gym access

Job summary

Emapta Philippines is seeking a Sales & Retention Team Coach to build and lead a high-performing retention team onsite in Ortigas. You will drive coaching programs, mentor agents, and partner with cross-functional teams to improve sales conversions and customer experience.

The role requires 5+ years in coaching in contact centres, strong English communication, and a customer-centric leadership style. Health benefits and growth opportunities are provided.

Qualifications

• 5+ years of coaching or leading teams in sales/retention contact centre environments
• Proven success coaching agents to achieve retention and sales targets
• Experience supporting Australian customers with cultural understanding
• Excellent English communication and feedback delivery

Responsibilities

• Conduct targeted, high-impact coaching sessions to elevate agent capabilities in managing Australian customer interactions, focusing on sales, objection handling, and customer save outcomes
• Support agents in understanding and achieving key KPIs, including Save Rate and Sales Conversion, through hands-on mentoring
• Identify underperforming agents and implement structured coaching plans to address gaps in sales and retention conversations
• Act as 2IC to the Team Leader, supporting daily operations and stepping in when required
• Collaborate with Training and Development to align CX outcomes with capability-building initiatives
• Analyze QA scores, customer feedback, and performance dashboards to identify trends and opportunities
• Handle complex customer escalations to protect loyalty and drive improvements

Skills

Coaching & mentoring

Team leadership

Sales coaching

Customer experience

Australian customers understanding

Tools

Genesys

Salesforce

Power BI

Knowledge management bots

Job description

Lead the Coaching Vision Behind Exceptional Retention Performance

Building a high-performing retention team from the ground up takes more than experience-it takes a coach who can shape how success is achieved. Join Emapta as a Sales & Retention Team Coach and help establish a pioneer team through targeted coaching, sales expertise, and performance leadership. Build a long-term global career where Top 1% talent gains meaningful influence, international exposure, professional development, stability, and an exceptional Top 1% employee experience.

Career Snapshot

Employment Type: Full-Time

Shift: Day Shift | Weekends Off

Salary: Earn up to PHP80,000 (based on skills, expertise and experience)

Work Setup: Onsite, Megatower, Ortigas

Qualifications

Skills and Experience

• 5+ years of experience coaching or leading teams in a high-performing sales and retention contact centre environment
• Demonstrated success coaching agents to achieve retention and sales targets, including proven experience with save rates and sales conversion models
• Experience supporting Australian customers, with a strong understanding of Australian culture, communication styles, and geographical context
• Proficiency in interpreting contact centre metrics and navigating platforms such as Genesys, Salesforce, Power BI, or knowledge management bots
• Experience in home delivery, telecommunications, subscription services, fibre internet, digital delivery platforms, or other fast-paced customer retention environments is highly regarded
• Excellent English communication skills, with the ability to coach, mentor, and deliver clear, constructive feedback

Ideal Coach Profile

• Passion for developing people and building high-performing teams
• Strong coaching mindset focused on continuous learning and capability development
• Resourceful problem‑solving skills, with the ability to adapt coaching approaches to different learning styles
• Customer‑focused leadership style that balances retention and sales outcomes with an exceptional customer experience

Key Responsibilities

Sales and Retention Coaching

• Conduct targeted, high‑impact coaching sessions to elevate agent capabilities in managing Australian customer interactions, with a focus on sales, objection handling, and customer save outcomes
• Support agents in understanding and achieving key commercial KPIs, including Save Rate and Sales Conversion, through hands‑on mentoring and side‑by‑side coaching
• Identify underperforming agents and implement structured coaching plans to address capability gaps in sales and retention conversations
• Act as the second‑in‑command (2IC) to the Team Leader, supporting daily operations and stepping in to lead the team when required

Training Partnership and Continuous Improvement

• Analyze QA scores, customer feedback, and performance dashboards to identify sales trends, knowledge gaps, and retention challenges
• Collaborate with the Training and Development team to align customer experience outcomes with capability‑building initiatives
• Help design, refine, and facilitate training programs that strengthen retention performance
• Identify process bottlenecks impacting sales and customer retention and work with Technology, Operations, and QA teams to implement solutions
• Provide actionable insights on individual and team performance trends to the Team Leader and Senior Management

Customer Experience (CX) and Escalation Management

• Handle complex customer complaints and escalated interactions, utilizing advanced service recovery techniques to secure save outcomes and protect customer loyalty
• Investigate root causes of escalations and translate findings into coaching opportunities, product improvements, and process enhancements
• Serve as the Voice of the Customer (VoC), championing a culture that delivers genuine, empathetic, and commercially smart customer experiences

Career Rewards!

• Pioneer opportunity to help build a high‑performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule with fixed weekends off
• Salary Advance Program through banking partner
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world‑class standards, and grow in an environment designed for long‑term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.