Dialog Direct
  • Operations
  • Highland Park, MI, USA
  • Full Time

Health, Dental, Vision, 401K

Seeking a Quaity Call Coach to enhance the competencies of individual employees by designing and conducting training programs that will boost employee's workplace performance in alliance with department's core values. You will be responsible for performing training needs assessments, floor coaching, designing and delivering curriculum and learning materials and for managing all phases of training interventions.

Key Responsibilities

  • Identify training needs by evaluating strengths and weaknesses
  • Translate requirements into trainings that will groom employees for the their next step in development
  • Develop or oversee the production of classroom handouts, instructional materials, aids and handbooks.
  • Direct structured learning experiences and monitor their quality results
  • Acclimate new hires to the business and conduct onboarding sessions
  • Deliver training courses
  • Coach and assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behaviors
  • Periodically evaluate ongoing programs to ensure that they reflect any departmental changes

Qualifications and Skills

  • Business standards of conduct and ethics
  • Performance (KPI's) Key Performance Indicators
  • Sales targets
  • Microsoft computer skills: Word, Excel, Outlook
  • Prospect pipeline management methods & tools
  • Performance management techniques
  • Tailoring trainings to address the skill gaps of the team
  • Automobile industry knowledge is helpful but not required
  • Speech analytics experience is helpful but not required
  • Creating performance improvement plans for employees
  • Assess individual or team strengths and weaknesses
  • Build training strategies for counteracting declining performance
  • Support and train compliance for company and company policies
  • Identify skill gaps and training needs of the employees
  • Onboard and train new employees
  • Develop training plan for urgent business needs
  • Manage operation of the trainings to ensure accuracy
  • Engage well with sales team
  • Maintain a coaching relationship with the team
  • Assure quality of phone calls through daily monitoring
  • Monitor calls and formulate coaching for agents
  • Strong facilitating skills
  • Experience with knowledge base systems helpful but not required
  • Associates degree or minimum of 2 years college experience OR 2 years of training/call coach experience. 

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States. 


Dialog Direct
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