Telemarketing Coaching Supervisor

2 weeks ago

กรงเทพมหานคร, Thailand Chubb Full time

Major

**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.

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