The Sales Coach is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Monitor and take action on TKS, personnel and payroll issues.
• Conduct performance appraisals annually.
• Responsible for staffing and hiring.
• Maintain current employee records on direct reports.
• Review CMS statistics on a daily basis and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Modify operations as needed to meet service level agreements under supervision of Operations Manager.
• Successfully complete all client related training.
• Resolve escalated customer issues.
• Hold team meetings on a regular basis with direct reports.
• Communicate all process and client changes to direct reports within specific timeliness
• Promote the use of all center communication tools.

Tasks:

• Supervise, lead and inspire your team to ensure they regularly meet/exceed sales
• Develop all team members to ensure top performance
• Monitor all staff to assess developmental needs, to improve performance
• Day to day management of team and related issues
• Help provide training and development and conduct regular appraisals with team
• Monitor, measure, report & analyze data to improve call centre performance

Skills:

• Coaching Styles
• Types of Leadership
• Outstanding oral and written communication skills
• Motivating the team
• Excellent MS Office Skills profiency
• Communicating with all sales agents in order to receive their comments/suggestions
• Participating in a weekly meeting with each agent
• Suggesting improvements to SOM/OM
• Supporting the SOM/OM with the implementation of changes (new procedures, objectives, including eventually training)

Abilities:

• Excellent ability to coach and performance manage agents
• Work on a split day-off schedule
• Show eagerness to take in calls and role model behaviors that their agents can follow
• Able to respond positively to changing environment
• Confident interfacing with clients either in remote monitoring sessions or face-to-face capacity
• Team Oriented and highly self motivated
• Able to motivate and encourage agents
• Maintain and practice high standards of customer service and good communication skills
• Problem solving and decision making capacities
• Ability to work independently and in a team
• Ability to work under pressure

Requirements:

• Preferably has Bachelor’s Degree of any course
• Flexible and is able to work on extended hours if needed
• Has leadership experience
• Has relevant sales background
• Preferably has experience in a car-rental program
• Willing to work on a dayshift schedule
• Amendable to work on site in SM Lanang
• Can start ASAP