Skills Coach - Sales & Service (Finchoice) at Weaver Fintech Ltd

Role Overview

• The ideal candidate for this role will be responsible for assessing and measuring the quality of Sales and Service of our telephonic sales teams, highlighting coaching and training needs to Team Leaders and Managers and addressing gaps through coaching where relevant. The purpose of this role is to empower our teams, so they have the ability to drive customer excellence for Service and Sales within FinChoice.

Key Performance Areas

Driving Customer Excellence on Voice

• Customer Experience Indicator - driving the right Consultant engagement/behaviour with our customers, in order to support FC in reaching, AQS (Agent Quality Score) FCR (First Contact Resolution) NPS (Net Promoter score) targets.
• Quality Assurance (QA) – engaging with the QA’s to determine Consultant developmental areas to improve on customer interaction. Coaching the teams based on that feedback.
• Providing feedback to the TL’s where Consultant behaviour could be creating a poor customer experience.
• Highlight processes that are creating bottlenecks/inefficiencies and feedback to the Process analysts.

Driving Loans and Funeral sales

• Supporting Consultants in achieving Loans and Funeral Sales targets.
• Provide helpful advice on coping with job-related sales challenges.
• Establishes training needs by observing sales encounters, studying sales performance and reports.
• Suggests improvements to our compensation strategy to motivate the sales team.
• Consistently feedback on any issues/challenges that the team are having to the relevant Ops Leader.

Supporting role in identifying gaps in performance and conduct root cause analysis

• Provide an objective assessment about the reason for the gaps in performance.
• Review soft skills as well as processes continuously improving how we do things.
• Conduct audits on live calls to ensure that the required standards in terms of legal compliance, soft skills, brand protection, business process rules and customer engagement are met.
• Please note: this is mostly managed by the Quality Assurance Team however there may be instances where additional support is required.
• Provide high-level documentation on the findings on the root cause analysis.
• Consistently feeding back to L&D with any training requirements that are needed.

Provide consistent and objective feedback

• Ensure that monthly review meetings are held with Team Leaders and provide feedback on the findings for the month.
• Provide guidance and performance feedback to consultants to improve on adherence to legal compliance requirements, customer engagement requirements.
• Provide recommendations for enhancements to training material/s.
• Engage in side-by-side coaching to help guide our consultants to success when learning to implement a new technique or approach to interacting.
• Provide Operational Management and the L&D team with feedback and updates on the types of coaching that has been completed and a synopsis of the progress of the teams i.e areas of development, training requirements and improvements.

Reporting

• Leverage off Digital support tools, QA trackers, QueueMetrics, ViciDial to track performance at team and individual level.
• Complete appropriate evaluation documents in order to audit findings.
• Provide accurate reports in line with the department’s requirements.
• Identify adverse variances and / or negative trends and proactively develop action plans to address this.
• Provide operational feedback to the Management team by identifying trends through data analysis.

General

• There may be additional requirements that come through in which case these will be managed in the KPA.
• There may be instances where the L&D team needs support with training documentation and facilitation.

Qualifications & Accreditations

• 3-4 yrs. in the FinChoice Contact Centre

Experience & Skills

• Min 2 years in the Sales area.
• Effective communication skills (verbal and written).
• Have met QA benchmarks in the last 6 months.
• Have met Sales targets in the last 6 months.
• Must be computer literate (email, internet, word and excel).
• Excellent telephone etiquette and business writing skills.