Dialog Direct
  • Customer Service
  • Troy, MI, USA
  • Full Time


The Sales Team Lead/Coach will be responsible for effectively supervising an assigned team of sales production agents to achieve maximum results and ensure all expectations are met and/or exceeded as well as evaluate and execute appropriate action to improve or recognize employee performance.  The Coach position requires a minimum of two years in a high volume call center working with inbound customer sales and service agents; this is to ensure maximum employee performance, effective coaching, sales techniques and motivational skills. The Sales Team Lead/Coach will also require timely employee reviews, the means to take ownership and responsibility for assigned programs and the ability to work closely with the Operations Manager, and client liaisons to provide required reports, data, etc.

Key Responsibilities

  • Keeps clients, superiors, peers, and direct reports updated based on their information needs
  • Directs and monitors adequate staffing levels to meet quality and budget standards
  • Identify operational opportunities for continuous improvement and efficiencies including proactively documenting and communicating issues to IT/Dev Staff
  • Ability to adjust workloads and exhibit a high level of flexibility to meet a multitude of priorities Places primary importance on executing and exceeding sales metrics
  • Consult, train, mentor, and coach agents in areas that include revenue generation performance, retention and overall sales techniques and effectiveness
  • Effectively monitors sales agent effectiveness throughout the sales process Inspires and motivates team members to work together and achieve beyond expectations Seizes opportunities to provide product and quality solutions to support business objectives
  • Work cross-functionally between various departments to help measure, analyze and enhance the performance of revenue generation activities connected with counter sales
  • Analyze team's performance utilizing data sources and trends to benchmark performance and establish stretch goals to drive incremental sales and generate positive revenue
  • Assign, monitor and inspect agent performance to ensure client expectations are achieved and taking ownership to devise and implement performance improvement plans that drive consistency in sales results which align with client and company objectives

 Qualifications and Skills

  • Minimum of two years in a high volume call center working with inbound customer sales and service agents, required
  • Ability to multi-task in a fast paced environment and act with a sense of urgency with all levels of the organization
  • Experienced with working in high volume call center, managing and directing teams
  • Must possess strong communications skills both written and orally, capable of articulating messages clear and concise
  • Excel, Word, and Power Point skills
  • Skilled at supervising work streams for a team of individuals with differing levels of skills enabling them to achieve performance and quality standards.

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 4,500 team members across 12 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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