Outbound Contact Center Sales Coach

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Lead morning meetings that motivate the team and establish the day's objectives.

• Conduct hands-on training, scheduled roleplays, and individual development discussions.

• Guide agents through every aspect of the script: introduction, handling objections, and closing.

• Facilitate discussions focused on self-review and provide feedback tasks through Salesforce.

• Create and present development plans for agents linked to weekly KPI performance.

• Take a proactive approach by handling calls, adhering to the process, securing sales, and instructing the team.

• Assist agents in maintaining alignment with best practices, including contact cadence, script procedures, and post-sale follow-ups.

• Ensure agents are well-prepared with the necessary technology to succeed.

• Approach performance discussions thoughtfully, maintaining clear documentation with Acknowledgement Forms.

• Analyze QA results and address areas for improvement with a coaching perspective.

• Provide immediate feedback during live calls.

• Manage refund requests and customer escalations with sound judgment.

• Collaborate with the Appointment Setting team to ensure smooth transitions from setter to closer.

• Work closely with Onboarding, Quality Assurance, and Operations to enhance customer experience.

• Share patterns and insights with leadership for ongoing improvement.

• Foster agents' confidence, skills, and consistency to make performance more predictable.

⛳️ Requirements

• Minimum of 2 years' experience coaching or managing outbound sales agents in a scripted setting.

• Proven history of enhancing agent performance, with measurable results to discuss.

• Experience in handling performance conversations with both transparency and empathy.

• Comfortable making calls personally and illustrating exemplary performance.

• Capability to function in both a player and coach role; demonstrating effective sales calls while guiding your team.

• Strong written communication skills and meticulous documentation practices.

• Proficiency in Salesforce is preferred.

• Familiarity with VoIP platforms for call monitoring and coaching.

• A dedicated, private, and quiet workspace.

• High-speed primary internet connection with a reliable backup that can support multiple platforms simultaneously.

• Personal computer that can run Salesforce, Vonage, and Google Workspace.

• Quality headset for monitoring and coaching purposes.

• Availability to work according to Central Time business hours, including weekends.

🏝️ Benefits

• Quarterly KPI bonus: up to $2,000 based on team performance across RPA, Close Ratio, and AOV.

• Gross Profit bonus: 0.5% of Gross Profit generated by your direct report group each quarter.

• Fully remote position.

• Full-time W-2 employment.

• Unlimited PTO after 90 days.

• Health and 401k benefits.