Call Centre Coach

  • Location:

    Glasgow, Scotland

  • Sector:

    Call Centre

  • Job type:

    Permanent

  • Salary:

    Negotiable Dependant on Experience

  • Contact:

    Natalie Galloway

  • Contact email:

    natalie.galloway@search.co.uk

  • Job ref:

    Req/555117

  • Published:

    3 months ago

  • Expiry date:

    2020-04-08

  • Start date:

    ASAP

CONTACT CENTRE CALL COACH EXPERIENCE? THEN I WOULD LIKE TO HEAR FROM YOU

An excellent opportunity has arisen for an experienced Call Coach to join a global Healthcare organisation. Salary dependent on experience.

Reporting to the Sales Intelligence Manager, the successful candidate will deliver continual coaching across various call distribution channels.

You will be working closely with the team managers in order to enhance performance. In addition you will work closely with the wider sales intelligence team, where you will gain insight in to wider observations/analysis in order to create and shape coaching initiatives.

The successful candidate will need to demonstrate experience and competency in;

* Delivering multiple telephone coaching techniques in a Call Centre environment
* End to end sales experience in a regulated sales environment
* Ability and awareness to identify sales trends
* Ability to deliver effective & constructive feedback
* Ability to work closely with key stakeholders at all levels


Duties and Responsibilities
* Pro-actively analysing key business drivers, designing plans and setting comprehensive goals to maximise performance and productivity.
* Creation of coaching plans
* Coach, train and develop across all distribution channels
* Call Listening to Identify opportunities to enhance key sales metrics
* Feeding back identified highlights and development areas from call listening
* Setting actions to improve and following up
* Deliver group coaching, buzz sessions, call calibration
* Work closely with Team Managers identifying needs
* Provide insight on advisor behaviour/customer/market trends
* Work closely with Insight Specialist to identify additional opportunities and quick win areas through the use of voice analytics
* Continuous feedback into VA tool to ensure consistent improvement
* Work closely with Sales Intelligence team to understand deeper underlying opportunities to explore
* Create and maintain coaching reports through salesforce
* Responsible for driving increased individual KPI's as well as overall department results
* Embed sales and compliance culture
* Target driven role looking to reduce the cost per sales and increasing overall sales results

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.