Coach (Sales Operations)

Company Name:
Liberator Medical Supply
Coach (Sales Operations)
Location: Stuart, FL
As a national inside sales Coach you will be responsible for coaching a team of inside sales professionals and supporting the sales operations management team in daily coaching and management of team members. Your primary responsibility is ensuring that team and individual goals are reached and to develop your team into successful staff that are focused on generating quality sales while delivering a best in class customer experience. The sales coach will be directly responsible for ensuring this is accomplished through an emphasis on coaching towards call quality. We require the Coach to be a professional with proven Call Center / Sales background to manage the pro-active day-to-day talent development.
While fulfilling the role of Coach, it is important to remember that you are the first link between Liberator Medical and employee. This position will identify winning habits that deserve applause and behaviors that need to be improved. The Coach is the first person to make the biggest impact on an inside sales professionals performance.
Responsible for supporting a group of inside sales professionals working to ensure they hit their daily and weekly goals. This includes managing key performance indicators for the team and individual inside sales professionals. The following job duties need to be implemented on a daily and monthly basis:
1. Call Monitoring and Coaching
X 30 hours per week of side by side call monitoring and coaching per overall team. Coaching model of self-evaluate, self-prescribe, self-motivate coupled with an observe, diagnose, develop plan, and then coach execution.
X Document feedback regarding observed behaviors and performance in a one on one action plan form with detailed S.M.A.R.T objectives
X Provide coaching feedback during and after calls using discretion as to when to insert oneself in the sales process
X Focused monitoring and coaching with individual inside sales processionals as identified by call center management
2. Daily Group Meeting Kickoff and close out meeting (planning and participation)
3. Must conduct a one on one meeting with each inside sales professional within their team monthly to review goal setting and past performance review
X One-on-one meetings to be conducted in the first three days of each month
4. Must meet with Director of Call Center once each month to conduct personal one-on-one with Director on goal setting and past performance review
X Report to Supervisor/Manager KPIs for their teams
5. Must complete and send a weekly re-cap E-mail Friday afternoon or Monday morning, re-capping team performance for the week, identifying highs and lows to the Director of the Call Center
6. Manage all supervisor escalated calls real time with active participation of an inside sales professional on each call. In the event that the Coach is actively engaged in a supervisor call with an inside sales professional, they will ensure the additional call is escalated to a Team Leader.
7. Must complete side by side coaching with inside sales representatives as a result of Compliance and Monitoring feedback within desired respond window providing a confirmation to the Team Leader that all coaching has been completed.
8. Provides feedback on identification of operational issues experienced by inside sales professionals to Team Leader and Director of Call Center
1. Makes recommendations to sales operations management regarding hiring, promotion, transfer, performance management, disciplinary action, and discharge of inside sales professionals.
2. Prepares documentation and counsels representatives regarding performance and performance management documentation with the supervision of sales operations management.
3. Perform Other duties and tasks as assigned

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