Sales Excellence Specialist - Contact Center

As a Sales Excellence Specialist, you will assist in providing oversight and driving the performance of our vendor administered outbound sales function.

To assist in driving the successful performance of this outbound sales function, you will assist management in identification of most salient sales KPIs, tracking these metrics, identifying areas of underdevelopment, or of opportunity, and discussing with IONOS management.

In addition you will provide assistance to the Customer Care team in the achievement of the Inbound Sales, Sales after Service, KPIs and Objectives through the regular monitoring, coaching and supplemental sales training for staff within the customer care department, both sales and technical and general customer service.

Responsibilities :

Sales Vendor Management

• Assist in the development of meaningful sales KPIs for vendor
• Track quality metrics at the vendor level through the use of various reporting packages,
• Discuss methods to improve on quality metrics with IONOS and vendor management
• Using available business intelligence, create powerful and insightful presentations for management on vendor goal achievement and make recommendations based on sound data.
• As needed, assist in leading project teams to drive change in vended sales process

Performance Training

• Review contact channel communications for opportunities to provide follow-up coaching and training as necessary
• Align with departmental management and in the philosophy and goals of the team; create and offer both individual and small-group training sessions as development opportunities are identified.
• Coordinate with the Quality Assurance Specialist(s) in the monitoring of live and pre-recorded agent calls, as part of the execution of performance-based development plans for new and existing agents.
• Assist in providing sales training modules with external vendor support as necessary, whenever there are new products entering the targeted sales mix, feature / pricing updates made to products currently offered in outbound campaigns, or recommended improvements to selling techniques based on observations made via monitored call recordings.

Required Qualifications :

• 3-5 years within a fast-paced, technology focused contact center environment
• 3-5 years within a sales leadership and / or sales coaching role; ability to teach and coach on sales tactics
• Ability to travel periodically for business purposes (e.g. to sales vendor)
• Ability to develop and implement agent coaching and development plans
• Strong written and verbal communication skills
• Ability to use BI tools to analyze data and make recommendations from data
• Basic experience in managing projects
• Knowledge on how to retain to customers' needs
• Proficient in Microsoft Office and / or Google Suite
• Strong leadership skills / servant leader mentality
• High school degree or equivalent

Preferred Qualifications :

• Experience in sales or contact center vendor outsourcing strongly preferred
• Strong technical and billing system understanding

Physical Requirements and Working Conditions :

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time
• Ability to travel via air and / or vehicle on an overnight basis periodically
• Ability to lift objects during travel up to 20 lbs.

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

This job description is subject to change, but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.