TDS Telecom Bend , OR 97708
Evaluates and coaches sales advisors in all customer facing contact centers and retail offices to ensure the overall quality of the sales contact with our customers via the Sales Coaching Program. Identifies and reports on advisor trends and coaches the advisor to resolve gaps in knowledge, skills and behaviors, ensuring that quality standards are met and/or exceeded. Supports and helps advisors succeed through guiding, teaching, motivating and mentoring. Works closely with each advisor's direct supervisor to ensure that the advisor performance needs are understood, supported and developed as needed. Interacts with all levels of personnel to ensure that the Sales Coaching Program goals, customer satisfaction targets and corporate revenue goals continue to be met and/or exceeded.
Conducts regular coaching feedback session with advisors remotely, face-to-face or via email (dependent on individual situations).
Engages sales agent being coached in the coaching process.
Provides feedback to the advisor to increase their ability to be successful and achieve desired results.
Provides recognition to advisor via sales incentives and other means.
Provides specific, timely observations on performance and effectiveness supported by documentation from the Sales Coaching Summary within 24 hours of the regular sessions.
Establishes short and long-term goals for agents and teams are meeting and exceeding sales targets for their respective sales channel.
Trains new advisors on Call Flow expectations and the Sales Coaching program.
Live monitors and provides immediate coaching feedback to increase valued behaviors
Performance/ Incentive Consulting:
Consult, build and maintain collaborative partnerships with Supervisors, talent and sales development teams in order to identify business needs and relevant coaching and training solutions that increase effectiveness.
Collaborate with others on the Sales and Talent Development team to conduct needs analysis and recommend appropriate coaching and learning solutions.
Provides detailed documentation of customer contacts to advisor's direct supervisors for advisor coaching and development.
Works closely with the supervisor to align the advisor's confidence with their abilities.
Establishes short and long-term goals to ensure agents and teams are meeting and exceeding sales targets for their respective sales channel.
Develops and maintains daily, weekly and monthly incentive plans to sales team to meet and exceed RGU's sales targets.
Training Delivery/Follow Up
Responsible for communicating applicable training, advanced sales training and training aid needs with new hires.
Coordinate and maintain accurate sales participant training manuals and facilitator guides for respective training.
Partners with training delivery to co-facilitate advanced sales training techniques.
Assess, evaluate and provide feedback for employee progress throughout the sales training curriculum to determine if the learner is ready to perform all facets of the job responsibilities associated with their position.
2+ years experience in all applications and tools used by agents
Thorough understanding of sales processes and principles.
Knowledge of current and emerging TDS products and services.
Desire to inspire and motivate by creating enthusiasm and commitment; ability to encourage agent(s) to achieve desired results
Must be able to confront difficult and uncomfortable situations head-on with tact and diplomacy
Proven ability to deliver effective and constructive feedback