Job Description

Responsible for improving awareness, providing education, and communicating results relating to sales rewards programs, campaign penetration & activity and/or the features/benefits of products/services for sale. Communicates sales goals with clear purpose and expectations for the program. Establishes individual performance action plans. Identifies agent and supervisor strengths and areas of opportunity. Troubleshoots common performance issues.

Key Responsibilities:

· Utilizes coaching techniques to monitor effectiveness of performance feedback provided by supervisor. May monitor staffing levels and resolves urgent cases and provides statistics on resolution.

· Monitors and evaluates effectiveness and impact of either accelerators on sales performance or effectiveness of campaign penetration & activity. Makes recommendations on distribution/modifications of leads and/or ways to restructure sales campaigns.

· Identifies coaching methods and/or strategizes lead modifications that drive sales results. Monitors effectiveness of coaching method/lead activity changes. Presents findings and recommendations to internal and external management teams.

· Identifies process indicators and appropriately recommends updates or changes.

· Identifies gaps in sales performance and identifies and helps implement solutions to improve results.

· Interacts with all departments to coordinate Sales training and education.

· Coaches and mentors agents to help them improve their sales performance levels and confidence with dealing with customers.

· Pulls sales data from web program(s) into Excel for reporting purposes.

· Tracks and monitors inbound/outbound traffic, lead information, number & type of units sold, and other pertinent sales information as requested by client and/or internal management.

· Partners with Operations, Training, and other internal teams to drive sales metrics.

· Participated in the development of process improvement initiatives.

· Researches issues and partners/communicates to all departments to alleviate problems, inconsistencies and or improve overall customer satisfaction levels.

· Creates selling job aids, educational training material and makes recommendations for training initiatives to improve training effectiveness and performance.

Job Requirements

● Fluent in verbal and written English.

● Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

● Ability to work effectively in a team oriented, high demand and fast paced environment.

● Ability to maintain high level of confidentiality and work with highly sensitive data and information.

● Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

● Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

● Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

● Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of product.

Please refer to job description.