Outbound Contact Center Sales Coach

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Lead morning meetings that inspire the team and establish a positive atmosphere for the day.

• Conduct hands-on training sessions, organized role-plays, and one-on-one developmental discussions.

• Guide agents through each phase of the script: introduction, handling objections, and closing deals.

• Facilitate self-evaluation conversations and provide feedback tasks via Salesforce.

• Assist agents in adhering to best practices: contact frequency, script adherence, and post-sale follow-up.

• Ensure agents are always equipped with the necessary technology and positioned for success.

• Approach performance discussions with sensitivity and maintain clear documentation using Acknowledgement Forms.

• Analyze QA results and address deficiencies with a coaching perspective.

• Be actively present on live calls and provide actionable real-time feedback for agents.

• Engage in calls personally to demonstrate exemplary execution and its impact.

• Manage refund requests and customer escalations with sound judgment, prioritizing both customer and business needs.

• Collaborate with the Appointment Setting team to ensure smooth transitions from setters to closers, setting everyone up for success.

• Work in conjunction with Onboarding, Quality Assurance, and Operations to deliver an exceptional customer experience.

• Identify patterns and insights to share with leadership, facilitating continuous team improvement.

⛳️ Requirements

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

• Proven track record of assisting agents in their growth, with measurable outcomes to discuss.

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

• Comfortable making calls yourself and showcasing what excellence looks like.

• Capability to function in both player and coach roles; demonstrating effective sales calls and guiding your team accordingly.

• Strong written communication skills and meticulous documentation practices.

• Proficiency in Salesforce is preferred.

• Familiarity with VoIP platforms for monitoring and coaching calls.

🏝️ Benefits

• Unlimited PTO after 90 days.

• Health insurance and 401k benefits.