Skills & Competencies for Contact Center Sales Coach

Contact Center Sales Coach job profile

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JOB SUMMARY for Contact Center Sales Coach

Designs sales training materials on company products, business practices, and contact center practices.

JOB RESPONSIBILITIES for Contact Center Sales Coach

Coaches and motivates the contact center staff to meet targeted sales goals. Supports evaluating sales performance and product knowledge.

Contact Center Sales Coach SALARY RANGE

BASE 50%
$55,434
TOTAL 50%
$55,837
Job Level
P02
Job Code
SM15000408
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Contact Center Sales Coach Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Sales Coach skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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13 general skills or competencies (Job family competencies) for Contact Center Sales Coach

1 Job Family Competencies – Call Center Management
Proficiency Level -2
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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3 Contact Center Sales Coach - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Sales Coach
Proficiency Level - 4
5 Competency for - Contact Center Sales Coach
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Contact Center Sales Coach

1 Core Competencies – Fostering Teamwork
Proficiency Level -3
Skill definition-Effectively collaborating and working with others in a group to achieve a shared goal.
Level 1 Behaviors
(General Familiarity)
Cites examples of commonly used collaboration tools that promote teamwork in the workplace.
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Level 2 Behaviors
(Light Experience)
Aligns completion of project and group tasks to team mission and objectives.
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Level 3 Behaviors
(Moderate Experience)
Contributes relevant information, knowledge, and experiences openly and proactively to the team.
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Level 4 Behaviors
(Extensive Experience)
Contributes to the development of team strategy and policy to increase work performance and success rates.
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Level 5 Behaviors
(Mastery)
Builds team trust and morale through effective team-building exercises.
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2 Core Competencies – Innovation
Proficiency Level -3
Skill definition-The ability and process of implementing new ideas and initiatives to improve organizational performance.
Level 1 Behaviors
(General Familiarity)
Describes how our business makes money and our key business objectives.
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Level 2 Behaviors
(Light Experience)
Assists in designing business models and operating plans.
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Level 3 Behaviors
(Moderate Experience)
Applies technical expertise, business sense, and product knowledge to manage the product lifecycle effectively.
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Level 4 Behaviors
(Extensive Experience)
Consults on the selection and adjustment of the go-to-market strategy.
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Level 5 Behaviors
(Mastery)
Builds strong business partnerships internally and externally to drive "win-win" business successes.
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3 Contact Center Sales Coach - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Sales Coach
Proficiency Level - 4
5 Competency for - Contact Center Sales Coach
Proficiency Level - 5

Summary of Contact Center Sales Coach skills and competencies

There are 0 hard skills for Contact Center Sales Coach.
13 general skills for Contact Center Sales Coach, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
8 soft skills for Contact Center Sales Coach, Fostering Teamwork, Innovation, Attention to Detail, etc.
While the list totals 21 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Sales Coach, he or she needs to be skilled in Fostering Teamwork, be skilled in Innovation, and be skilled in Attention to Detail.

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