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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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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)
Compiles a list of risks and obstacles in managing teamwork.
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Level 2 Behaviors
(Light Experience)
Explains and clarifies the role and responsibilities of each member of the team to inform work expectations.
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Level 3 Behaviors
(Moderate Experience)
Emphasizes the value of teamwork to accomplish our business goals effectively and efficiently.
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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)
Champions the adoption of advanced tools and technologies that boost collaboration and teamwork.
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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 the market conditions that impact the business.
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Level 2 Behaviors
(Light Experience)
Collects and compiles competitor information for competitive analysis.
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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)
Coordinates technical and business teams to solve complex and diverse customer problems.
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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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