Leads a team of SC (Sales Coach) for the process. Supervises Coaches who support the front line representatives that are answering customer inquiries primarily over the telephone, e-mail, chat, or online. Analyzes and responds to operational, Sales, and/or customer satisfaction data.
Role Responsibilities :
- Is Accountable for delivering the required margin goals for US NA business
- Good understanding of technical aspects of process & in depth knowledge of salest function.
- Mentor, coach and monitor the performance of SC regularly.
- Assist business leaders in special projects. Owns and drive initiatives for process.
- Identify & act on unique technical issues. Assist with training, identify training needs for SC.
- Applies knowledge and understanding of general principles to develop solutions where established criteria do not exist.
- Provides deep dive and root cause analysis of various technical &functional issues.
- Graduate with 8-10 years of relevant experience.
- Experienced project management skills
- Strong customer service skills.
- Experienced in developing and leading a team to deliver key business results
- Excellent interpersonal, presentation and analytical skills.
- Experienced to use of proprietary systems and information.