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Operations Sales Coach (BPO/ Call Center)

Location: Philippines, Bacolod City

Job category: Operations

Language: English

Transcom is looking for talented individuals like you to join our awesome team! Be the next Operations Sales Coach (BPO/ Call Center) for Transcom.

Job Description

The Sales Coach will be focused on facilitating huddle trainings about product knowledge and sales behavior best practices. The goal is to build agents confidence in the products and consultative sales behaviors. The Sales Coach will have continued support throughout their role. 

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

The Sales Coach role is a campaign funded initiative to influence sales

performance and product

knowledge/awareness. Each site selected to participate in program has a

dedicated resource to champion the account’s products, services and

processes.

Essential Duties & Responsibilities:

Facilitating Learning

  • Communicate product updates and enhancements related to the campaign 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 behaviours and trends to improve TSR and overall
  • customer experience
  • Lead account’s 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, product and processes

Coaching & Mentoring

Coaching agents through STOP light sessions (i.e. side jack with agent)

Join Quality calibration sessions with Training & Operations to provide

recommendations  

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 Client Ambassador governance team and other ambassadors
  • Provide feedback 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 campaign and the client 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 material, 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.

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

  • University degree or equivalent experience

Work Experience:

  • Have worked in a training, quality and/or operations business units
  • Have worked reports and metric analysis at an LOB or cluster level
  • Have experience in effective coaching related to behaviour-driven feedback
  • Have managed multiple projects and initiatives, as lead or team member

Skills:

  • Basic reporting and documentation
  • Basic content creation / design for training materials

 

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

  • Day 1 HMO
  • Meal & Transportation Allowance
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Scholarship Program
  • Retirement Fund
  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)
  • Loyalty Incentives
  • Accidental & Life Insurance
  • Free Shuttle Service

 

What Life at Transcom is like 

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available. We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

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