Sales Coach: BI at Telesure Investment Holdings (TIH)

Job Purpose

• The Sales Coach is required to coach, guide, provide feedback, make recommendations and follow up on identified coaching opportunities to sales consultants and managers. Focus on an end-to-end basis of sales flow of successful/unsuccessful sales calls. Conduct product change/new product alignment coaching and other best in class sales techniques to support an excellent customer experience.

Responsibilities

Coaching Needs Analysis

• Support the identification of coaching needs by analyzing performance and competence data to identify gaps in relation to required levels. Listen and assess sales calls against predefined sales measurements (achieving talk time targets, dials, conversion, closing, effectiveness and sales targets). Assess and monitor sales calls and performance to ensure effective implementation of sales coaching provided to the individual.

Customized Coaching Plan and Delivery

• Identify high priority performance issues and ensure that suitable focus is placed on addressing these issues through the creation of effective coaching interventions. Provide one-on-one coaching to improve performance (soft skills, sales techniques and rapport, product knowledge). Ensure each sales consultant is guided in accordance with the measures, goals and objectives set between the sales consultant and the coach.

Product Entrenchment

• Reinforce product knowledge, run small training programs (or pieces of larger training programs) for selected sales consultant using current content. Support the change management to sales consultants and guide and mentor the changes in sales process, scripting, product knowledge.

Work Scheduling and Allocation

• Organize own work schedule each day in line with changing priorities.

Insights and Reporting

• Extract and combine data to generate standard reports. Provide continuous feedback and reports (sales improvement, trends analysis, etc) to sales consultant and management of performance improvement.

Internal Client Relationship Management

• Build effective working relationships within the internal client organization, delivering high-quality professional services. Consult and provide feedback and support to sales managers and sales consultant in terms of required coaching needs.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.

TECHNICAL COMPETENCIES 

• Sales and marketing
• Apply concepts of knowledge / skill and provide technical guidance when required.
• Assessment
• Provide technical guidance when required to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Coaching Development
• Provide technical guidance when required to motivate all employees to grow and develop so that they can utilize their knowledge and experience needed to help the organization reach its goals.
• Verbal Communication
• Apply comprehensive knowledge to act independently and provide guidance and training to others on the use of clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Presentation skills
• Communicate with other people and provide technical guidance when required to speak in a clear, concise and compelling manner.
• Planning and Organizing
• Plan, organize, prioritize and oversee activities to efficiently meet business objectives and provide technical guidance when required.
• Action Planning
• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Writing Skills
• Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
• Reporting
• Create relevant, lucid and effective reports. Provide technical guidance when required.
• Policy and procedures
• Develop, monitor, interpret and understand policies and procedures, make sure they match organizational strategies and objectives and provide technical guidance when required., Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements., Extract and combine data to generate standard reports. Provide continuous feedback and reports (sales improvement, trends analysis, etc) to sales consultant and management of performance improvement., Identify high priority performance issues and ensure that suitable focus is placed on addressing these issues through the creation of effective coaching interventions. Provide one-on-one coaching to improve performance (soft skills, sales techniques and rapport, product knowledge). Ensure each sales consultant is guided in accordance with the measures, goals and objectives set between the sales consultant and the coach., Organize own work schedule each day in line with changing priorities., Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance., Reinforce product knowledge, run small training programs (or pieces of larger training programs) for selected sales consultant using current content. Support the change management to sales consultants and guide and mentor the changes in sales process, scripting, product knowledge., Support the identification of coaching needs by analyzing performance and competence data to identify gaps in relation to required levels. Listen and assess sales calls against predefined sales measurements (achieving talk time targets, dials, conversion, closing, effectiveness and sales targets). Assess and monitor sales calls and performance to ensure effective implementation of sales coaching provided to the individual.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification or Wealth Management Qualification (Essential); RE 5 (Advantageous); Degree/Diploma in Business Management (Advantageous)

Experience

• 1 - 2 years Sales Coach experience within a call centre/customer service environment (Essential); 1 - 2 years experience in Long-term Insurance industry (Advantageous).