The Agent Sales Coaching Specialist coaches and motivates the contact center staff to meet targeted sales goals. Designs sales training materials on company products, business practices, and contact center practices. Being an Agent Sales Coaching Specialist may require a bachelor's degree. Supports evaluating sales performance and product knowledge. In addition, Agent Sales Coaching Specialist typically reports to a manager or head of a unit/department. Being an Agent Sales Coaching Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Working as an Agent Sales Coaching Specialist typically requires 2 to 4 years of related experience.
The Sales Training and Development Manager partners with senior sales managers to assess training needs and develop programs focused on product knowledge and effective sales techniques and that will enable the sales team to maximize revenue potential. Manages a team of trainers that create and deliver sales training programs that support an effective and motivated sales force. Being a Sales Training and Development Manager has strong knowledge and understanding of the organization's products, services, customers, competitors, and sales techniques. Monitors and analyzes sales team performance to evaluate the effectiveness of training and design follow up or ongoing programs as needed. In addition, Sales Training and Development Manager requires a bachelor's degree. Typically reports to a head of a unit/department. The Sales Training and Development Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Sales Training and Development Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.
The Customer Service Coaching and Training Manager researches new training techniques and suggests enhancements to existing customer service training programs. Designs and implements training programs specifically for customer service or contact center staff. Being a Customer Service Coaching and Training Manager provides additional professional development opportunities and resources to customer service staff. Establishes processes and tools to monitor staff performance and use those metrics to provide meaningful feedback focused on service improvements. In addition, Customer Service Coaching and Training Manager may personally deliver the most technical training classes. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Coaching and Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Working as a Customer Service Coaching and Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
The Customer Service Coaching and Training Supervisor prepares instructive updates and details on new products, features, and service offerings. Designs and delivers training programs for customer service representatives, team leaders, and supervisors. Being a Customer Service Coaching and Training Supervisor creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. In addition, Customer Service Coaching and Training Supervisor assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Service Coaching and Training Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Working as a Customer Service Coaching and Training Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.
The Sales Training and Development Senior Manager conducts initial needs analysis to determine knowledge gaps and training needs. Oversees an organization's sales training programs to support an effective and motivated sales force. Being a Sales Training and Development Senior Manager monitors participants' results and uses them to improve or enhance training and provide additional development programs. Focuses on delivery and materials that provide effective, engaging, and results-driven training. In addition, Sales Training and Development Senior Manager has strong knowledge and understanding of the organization's products, services, customers, competitors, and sales techniques. Requires a bachelor's degree. Typically reports to top management. The Sales Training and Development Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Sales Training and Development Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.