Telemarketing Coaching Supervisor

The Telemarketing Coaching Supervisor is responsible for developing and implementing training programs for telemarketing staff, focusing on sales techniques, product knowledge, and compliance. This role involves extensive coaching and mentoring, performance evaluation through call reviews and metrics, and fostering a positive work environment. The supervisor will also ensure compliance with company policies and industry best practices, maintaining accurate records and reporting on performance and training outcomes.

Must Have

• Develop comprehensive training materials and programs tailored to telemarketing staff needs
• Conduct onboarding and ongoing training sessions for new and existing staff
• Utilize coaching techniques like role-playing, active listening, and one-on-one feedback
• Hold regular coaching sessions to provide personalized feedback
• Monitor and evaluate agent performance through call reviews, metrics analysis, and observation
• Identify areas for improvement and create customized development plans
• Foster a positive and motivating work environment
• Implement ongoing training programs for specific skills (e.g., objection handling, sales pitches)
• Maintain accurate records of training sessions, performance metrics, and progress evaluations
• Ensure telemarketers are compliant with company policies and regulations
• Strong coaching and mentoring abilities
• Exceptional communication and interpersonal skills
• Proficiency in analyzing performance metrics and using data
• Ability to adapt coaching styles to diverse team members
• Proficient with telemarketing software and CRM systems
• Minimum of 3-5 years of experience in telemarketing, sales, or customer service roles
• Bachelor’s degree in Marketing, Communications or related field
• Learn to know, fast learning and proactive person
• Motivated self-starter with a passion for teaching and developing others
• Strong leadership qualities with a solutions-oriented approach
• Positive attitude and resilience in a high-paced, results-driven environment

Good to Have

• Previous supervisory or training experience in a telemarketing environment is preferred

Perks & Benefits

• Provident Fund
• Professional Development
• 5-day work week
• Social Security
• Training
• Learning and Development Opportunities

Major Duties and Responsibilities

Training Development and Implementation:

• Develop comprehensive training materials and programs tailored to the needs of telemarketing staff, focusing on sales techniques, product knowledge, and compliance.
• Conduct onboarding training for new recruits and ongoing training sessions for existing staff to enhance their skills.

Coaching and Mentoring:

• Utilize a variety of coaching techniques such as role-playing, active listening, and one-on-one feedback sessions to support under performing and new recruited TMRs in achieving their full potential.
• Hold regular coaching sessions to provide personalized feedback based on performance metrics and recorded calls.
• Provide specific guidance and constructive feedback to help TMRs improve their performance.

Performance Evaluation:

• Monitor and evaluate agent performance through call reviews, metrics analysis, and direct observation.
• Identify areas for improvement and create customized development plans for individual agents, focusing on setting and achieving personal goals.

Motivation and Engagement:

• Foster a positive and motivating work environment that encourages teamwork, collaboration, and a growth mindset.
• Recognize and reward top performers and promote a culture of continuous improvement and learning.

Skill Enhancement:

• Implement ongoing training programs that focus on enhancing specific skills such as objection handling, sales pitches, and customer relationship management
• Establish a peer feedback system to enable team members to learn from one another.

Reporting and Analysis:

• Maintain accurate records of training sessions, performance metrics, and progress evaluations to track the effectiveness of coaching strategies.
• Provide regular reports to management on agent performance and training outcomes.

Compliance and Best Practices:

• Ensure that all telemarketers are compliant with company policies and relevant regulations, and that they understand ethical sales practices.
• Stay informed about industry trends and best practices to continually enhance the training curriculum.

Skills

• Strong coaching and mentoring abilities with a focus on individual and team development.
• Exceptional communication and interpersonal skills to motivate and engage team members.
• Proficiency in analyzing performance metrics and using data to inform coaching strategies.
• Ability to adapt coaching styles to meet the diverse needs of team members.
• Proficient with telemarketing software and CRM systems.

Experience

• Minimum of 3-5 years of experience in telemarketing, sales, or customer service roles.
• Previous supervisory or training experience in a telemarketing environment is preferred.

Qualifications

• Bachelor’s degree in Marketing, Communications or related field.
• Learn to know, fast learning and proactive person
• Motivated self-starter with a passion for teaching and developing others.
• Strong leadership qualities with a solutions-oriented approach.
• Positive attitude and resilience in a high-paced, results-driven environment.