Sales Performance Coach

Education:BA/BS from accredited school Experience:2-4 years experience in quality assurance/call monitoring; some experience delivering training. Other Qualifications:Exceptional oral and written communication skills; high level of proficiency in Microsoft Office Suite; great attention to detail; experience in customer service and sales environments, preferably in a call center setting. Summary:This position provides call monitoring and coaching to full-time and seasonal customer representatives, and reports on overall level of service for the Care Center.  In addition, this position coordinates with Training Specialists to improve transfer of training and organize monitoring and coaching of call center employees.  A small percentage of time is involved in participating in miscellaneous training activities.   Duties and Responsibilities:· Monitor each call centers on conversational sales and customer service techniques on a regular and on-going basis.·  Meets with Call Center Managers to develop strategies for improvements.· Evaluate monitored calls for thoroughness, professionalism and results according to established guidelines and standards.·  Perform transactional audits to monitor for thoroughness, accuracy and content.·  Report results of evaluations and recommendations of performance modifications directly to appropriate supervisors and/or managers.· Produce cumulative reports on overall center performance monthly, along with action plans for improvement in deficient areas.· Coach and counsel agents as appropriate on desired modifications in performance, and assist reps in formulating and following action plans to make improvements in areas of deficiency.·  Evaluate and provide information to training team on effectiveness and transfer of training.·  Determine need and/or eligibility for refresher classes in core customer service and sales concepts and advanced customer service or sales skills.·  Participate actively in the continuing growth and development of the regional call centers.· Evaluate and recommend revisions of existing monitoring and coaching/counseling instruments as necessary.·  Participate in training classes and division meetings as needed to teach and emphasize national and regional call center commitment to quality.·  Assist in maintenance and revision as needed of policy and procedure documentation in accordance with ISO 9000 format.·  Work with departmental management to ensure positive communication between regions and divisions.·  Assist in preparation of training materials, classes and other activities directly affecting the quality of regional call center agents.·  Assist with on-the-job portions of new hire orientations. WE OFFER...Competitive Salary Medical InsuranceDental InsuranceLife InsuranceVision Insurance401 (k) PlanLong Term Disability PlanTuition AssistanceProfessional Work Environment Orkin is an Equal Opportunity Employer. Please visit our web-site at www.orkin.com