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%
$54,410
TOTAL 50%
$54,808
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)
Lists the technologies, applications, and tools used in call center management.
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Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
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Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
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Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
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Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
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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)
Lists the commonly used technology and tools in conducting customer analytics.
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Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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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 qualities and characteristics of successful teamwork.
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Level 2 Behaviors
(Light Experience)
Shows openness, friendliness, and supportive behaviors with team members to create an approachable aura.
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Level 3 Behaviors
(Moderate Experience)
Utilizes effective conversations to improve teamwork and drive business performance.
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Level 4 Behaviors
(Extensive Experience)
Promotes healthy competition to encourage team members through rewards and recognition.
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Level 5 Behaviors
(Mastery)
Leads a globally dispersed team to reduce the cultural and geographical challenges of virtual organizations.
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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)
Names our key stakeholders from a business value chain perspective.
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Level 2 Behaviors
(Light Experience)
Supports the planning, implementation, and management of training programs that foster process improvements.
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Level 3 Behaviors
(Moderate Experience)
Participates in the redesign of organizational structures to reflect business priorities.
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Level 4 Behaviors
(Extensive Experience)
Trains others on various business and operation topics.
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Level 5 Behaviors
(Mastery)
Forecasts the short-term and long-term impact of various business cases on P&L performance.
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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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