Summary:

As Performance Coach, you will play a critical role in developing a high-performing team of inside sales professionals, while partnering closely with our Operations Leadership to drive daily coaching and talent development. Your goal is to ensure both individual and team goals are consistently met, focusing on generating high-quality sales and delivering a best-in-class customer experience. 

You’ll be the driving force behind a culture of excellence, using targeted coaching to elevate call quality, strengthen consultative selling skills, and foster a customer-first mindset. This role demands a seasoned professional with a proven background in call center operations and sales, capable of leading proactive, day-to-day performance enhancement across the team. 

Responsibilities:

• Conduct one-on-one and group coaching sessions focused on premium customer service and consultative selling techniques, while training agents on upselling, cross-selling, and value-based selling strategies that incorporate product knowledge and customer-centric storytelling to boost conversion rates.

• Collaborate with operations leadership to analyze call monitoring, performance metrics, and behavioral insights to create tailored coaching plans with S.M.A.R.T. goals, while continuously analyzing KPIs such as customer satisfaction, Net Promoter Score, conversion rates, and handle times to identify specific coaching opportunities.

• Take ownership of supervisor-escalated calls in real time, ensuring active engagement and collaboration with inside sales professionals on every interaction, demonstrating best practices for handling challenging customer situations.

• Model and promote a culture of empathy, professionalism, and proactive problem-solving by consistently demonstrating best-in-class service behaviors and communication standards that representatives can emulate.

• Offer strategic recommendations to Sales Operations Management on key personnel decisions including hiring, promotions, and performance management, while preparing and maintaining thorough performance documentation and conducting effective coaching conversations regarding performance expectations and improvement plans.

Minimum Requirements:

• High School Diploma or General Education Degree (GED) with 2 years minimum experience in sales or customer service.  

• Ability to work evenings and weekends 

Preferred Requirements:

• Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or operational training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers.  

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.  

• Ability to solve practical problems and deal with a variety of variables.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Advanced analytical reasoning to include ability to forecast exponentials within workflow processes and reason against outside factors.  

• Intermediate computer skills and knowledge of Microsoft Office Applications, Access or other database software. 

• Ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)   

Phsyical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand.  

Work Environment:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) 

Onsite (if required): While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions. 

Remote: While performing the duties of this position, the employee must work in a private, quiet area free from distractions to maintain professionalism and confidentiality.  Must have reliable high-speed internet at their work location. 

Disclaimer:

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position.   The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.  

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

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