Telemarketing Coaching Supervisor
Chubb · Bangkok
- 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.
- 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.
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.
- 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.
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.
- 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.
- 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.