We are seeking an ambitious and analytical Sales Performance Manager to optimize the sales performance of our customer service agents. This role combines a strategic focus on driving revenue growth with hands-on involvement in training, coaching, and performance improvement. The ideal candidate will have strong experience in sales strategies, data analysis, funnel optimization, and employee development, with a proven track record of success in a customer-service-driven environment.
The Sales Performance Manager will work collaboratively across departments to enhance the sales capabilities of our customer service agents and ensure they have the tools, knowledge, and motivation required to upsell, cross-sell, and convert support calls into sales, all while maintaining outstanding customer service standards.
Responsibilities
- Performance Optimization:
- Analyze the sales performance of customer service agents to identify conversion rate improvement opportunities
- Implement actionable plans to increase conversion rates, average order value, and revenue per agent / revenue per contact.
- Set realistic yet challenging sales performance goals in alignment with company objectives.
- Develop and deliver training programs focused on customer service-driven selling techniques, upselling, cross-selling, and objection handling.
- Provide ongoing individual and team coaching to boost confidence and refine sales skills.
- Stay up-to-date with sales training methodologies and integrate innovative approaches into training curriculum.
- Sales Process Development:
- Evaluate and refine workflows and processes to ensure maximum efficiency in converting customer interactions into sales opportunities.
- Collaborate with the Customer Experience and Sales teams to align service and sales goals.
- Propose improvements to existing sales tools and recommend new technology resources as needed.
- Monitoring and Reporting:
- Partner with data science and analytics teams to create and maintain detailed metrics reports to track the impact of performance improvement initiatives.
- Monitor individual and team performance trends and provide regular updates to leadership on progress.
- Motivation and Recognition:
- Develop and implement incentive programs to motivate customer service agents to achieve and exceed sales targets.
- Establish recognition initiatives to celebrate top performers and promote a competitive, high-achieving work environment.
- Ensure all sales efforts are aligned with delivering an exceptional customer experience.
- Drive a balance between achieving sales targets and maintaining high-quality customer service standards.
