The Sales Manager is a dedicated resource under the program. The Sales Manager will be focused on facilitating huddle training about product knowledge and sales behavior best practices. The goal is to build the agent's confidence in the products and consultative sales behaviors. The Sales Manager will have continued XH BU support throughout their role. 

• Direct Influence on Sales Performance and Product Knowledge
• Dedicated Resource to Champion the client’s Products, Services, and Processes
• Facilitate Huddles and Training
• Build Agent Confidence in Products and Consultative Sales
• Coach and Mentor

The Sales Manager is an XH BU-funded initiative to influence sales performance and product knowledge/awareness. Each site selected to participate in the program has a dedicated resource to champion the client's products, services, and processes.

Facilitating Learning

• Communicate product updates and enhancements related to clients thru formal learning sessions with production teams
• Work with the Training team in facilitating up-training on agent sales skills
• Work with the Quality team in identifying focus behaviors and trends to improve TSR and overall customer experience
• Lead client device and app demo sessions
• Manage the Demo Lab experience using the post-session survey
• Conducting agent huddle sessions to share content focused on best practices, products, and processes

Coaching & Mentoring

• Coaching agents through STOP light sessions (i.e. side jack with the agent)
• Join Quality S4X calibration sessions with Training & Operations to provide recommendations on behaviors related to “Being An Ambassador”

In-Team and Program Collaboration

• Work with the Quality team in:
• Analyzing key performance metrics on program and agent level
• Identifying data trends
• Attend "Ambassador‟ update calls weekly with the Client Ambassador governance team and other ambassadors
• Provide feedback on on-site activities and priorities to Client Ambassador Governance team

Administrative Tasks

• Work with WFM and Operations in scheduling weekly huddles and smart home demo sessions for production teams
• Document the summary of weekly activities related to the Client Product Ambassador program
• Maintain Demo Lab inventory and required documentation
• Distribute onsite collateral and promotional material
• Support key product campaigns (Gold/Silver/Bronze moments)

Process Orientation

• Ensure that the Client and Transcom standard procedures are implemented and complied with at all times.
• Responsible for keeping and archiving a library of product knowledge material/modules.
• Ensure that all product materials, equipment, and logistics are available and updated before training sessions

Culture

• Promote a culture of customer experience excellence and know-how for all products and services delivered to clients and customers.
• Promote incentives and recognition at the site/s
• Liaise with Operations (Managers, Team Leads), Training and Quality, and other Departments to maintain communication and understand skills development requirements related to sales
• Providing feedback on Operations, and Training & Quality Governance for improving standards processes.