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%
$54,543
TOTAL 50%
$54,936
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)
Explains the fundamental metrics and techniques in call center management.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
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Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
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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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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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)
Lists the essential elements in ensuring teamwork within the workplace.
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Level 2 Behaviors
(Light Experience)
Researches tips and tactics to strengthen teamwork and group coordination.
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Level 3 Behaviors
(Moderate Experience)
Seeks opportunities to celebrate team accomplishments and milestones to encourage better performance.
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Level 4 Behaviors
(Extensive Experience)
Manages large or multiple teams that span functions, locations, and time zones.
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Level 5 Behaviors
(Mastery)
Establishes standard operating procedures to enable a unified workforce.
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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)
Explains our key business strategies and priorities.
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Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
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Level 3 Behaviors
(Moderate Experience)
Implements effective marketing strategies that achieve improved business outcomes.
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Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
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Level 5 Behaviors
(Mastery)
Evaluates industry and market trends to identify new business opportunities.
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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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