Sales Coach

Location:  Montreal

Position Type:  Full-Time

The Sales coach is responsible for listening to calls, evaluating, quality control and providing coaching and feedback to all customer facing employees. This position will be reporting to the Director of Sales and will play a key role in improving coaching and training processes 

Job Summary

•    Work in close collaboration with the sales leadership team to support, coach and develop our client facing teams in a variety of capacities.
•    Call recordings and evaluation of all customer facing call center agents to assist them to achieve their individual and team KPIs.
•    Provide 1on1 coaching sessions based on the call recordings.
•    Provide follow up to all coaching sessions within a 48 hour time period and consistently keep track of coaching sessions delivered using a Coaching Tracker.
•    Provide call recording and coaching sessions to all new hires for first 30 days, and on bi-weekly basis from 30-90 days.
•    Assist with any other Quality Assurance / Sales coaching requests that may be requested throughout the day on an ad/hoc basis.
•    Regular review of recording system for personal call abuse. 
•    Assist in the development of a process to QA and evaluate our non-sales and existing customer teams.
•    Work with the sales trainers to deliver Group coaching sessions based on call recordings and role playing.
•    Assist in the creation, development and implementation tracking process for coaching and performance
•    Ensure consistency, manage, maintain and continuously develop the process for tracking of all the Team Leads, Coaches and Managers coaching and feedback delivery. Ensure all evaluations, feedback and follow-ups are accessible in one place and all updates are being made.
•    Research industry best practices for QA and sales coaching to yield results, improve our internal processes and bring suggestions to the training team.
•    Sit in on training classes and coaching sessions provided by other trainers and coaches to ensure constant calibration of best practices.

Apply if you have the following skillset

•    Minimum of 3 to 5 years’ experience in a similar role;
•    Call center experience is a major asset; 
•    University Degree or equivalent business experience;
•    Exceptional communication and interpersonal skills;
•    Strong organizational skills
•    Ability to think outside the box and bring innovative ideas;
•    Strong attention to detail;
•    Ability to make decisions where needed based on data;
•    Ability to adapt to change and drive change
•    Knowledge of MS Outlook, Excel, PowerPoint and Salesforce considered an asset.
•    Bilingual (spoken and written) in French and English.

*Please keep in mind that only candidates fitting this position will be contacted for an interview.