Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Sales Coach will be responsible for analyzing, monitoring, auditing, and reporting the team's sales performance by identifying trends, patterns, and opportunities, which can help us improve and optimize the way the team is selling. The role includes:
• Integrated coaching sessions (Live Monitoring with coaching immediately after)
• Create/develop sales-oriented workshops
• Audits

As Sales Coach, You Will…

• Manage operational performance to meet Key Performance Indicators (KPIs) related to revenue/sales, and Service Level Agreements by providing optimum quality & service
• Interpret and analyze various reports and statistical revenue/sales related data to measure production levels and identify root causes for underperformance in the revenue/sales area specifically
• 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 the revenue/sales area
• Motivate the team through relationship building and real-time coaching
• Develop and deploy incentive programs to motivate agents to achieve desired revenue/sales outcomes
• Bring in-depth operational knowledge in the area of revenue/sales and a thoughtful point of view when participating in client meetings
• Gain expert level knowledge on all client products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcome
• Act as a role model and exemplify company’s 10 cultural values (Our 10 Things)

As Sales Coach, You Have…

• Some post-secondary education or completion of a post-secondary degree with a major in Business will be considered an asset. A combination of education and work experience will also be considered
• Sales experience is an asset
• 1-2 years’ experience in the call center and/or customer service industry
• Must have experience dealing with escalated issues in a call center capacity
• Ability to work a variety of shifts, including days, evenings, and holidays
• Possess exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• Ability to use spreadsheet applications to maintain and develop operational reporting
• Be persuasive and analytical
• Ability to communicate concepts effectively and objectively
• Able to personalize each coaching session to the individual needs of each agent
• Ability to work under pressure (results to actions will be required)
• Upbeat, energetic, and dynamic personality