Job Objective: The Sales Manager is a dedicated resource under the program. The Sales Manager will be focused on facilitating huddle trainings about product knowledge and sales behavior best practices. The goal is to build agents confidence in the products and consultative sales behaviors. The Sales Manager will have continued XH BU support throughout their role. Direct Influence on Sales Performance and Product Knowledge Dedicated Resource to Champion the clients Products, Services and Processes Facilitate Huddles and Trainings Build Agent Confidence in Products and Consultative Sales Coach and Mentor The Sales Manager is a XH BU funded initiative to influence sales performance and product knowledge/awareness. Each site selected to participate in program has a dedicated resource to champion the client products, services and processes. Essential Duties & Responsibilities: Facilitating Learning Communicate product updates and enhancements related to client thru formal learning sessions with production teams Work with the Training team in facilitating up-training on agent sales skills Work with the Quality team in identifying focus behaviours and trends to improve TSR and overall customer experience Lead client device and app demo sessions Manage the Demo Lab experience using the post-session survey Conducting agent huddle sessions to share content focused on best practices, product and processes Coaching & Mentoring Coaching agents through STOP light sessions (i.e. side jack with agent) Join Quality S4X calibration sessions with Training & Operations to provide recommendations on behaviours related to Being An Ambassador In-Team and Program Collaboration Work with the Quality team in: Analyzing key performance metrics on program and agent level Identifying data trends Provide feedback on site activities and priorities to Client Ambassador Governance team Administrative Tasks Work with WFM and Operations in scheduling weekly huddles and smart home demo sessions for production teams Document the summary of weekly activities related to the Client Product Ambassador program Maintain Demo Lab inventory and required documentation Distribute onsite collateral and promotional material Support key product campaigns (Gold/Silver/Bronze moments) Process Orientation Ensure that the Client and Transcom standard procedures are implemented and complied with at all times. Responsible for keeping and archiving a library of product knowledge material/modules. Ensure that all product material, equipment and logistics are available and updated before training sessions Culture Promote a culture of customer experience excellence and know-how for all products and services delivered to clients and customers. Promote incentives and recognition at the site/s Liaise with Operations (Managers, Team Leads), Training and Quality, and other Departments to maintain communication and understand skills development requirements related to sales Providing feedback on Operations, and Training & Quality Governance for improving standards processes. Job Specifications (Qualifications, Skills and Experience) Educational Background: University degree or equivalent experience Work Experience: Have worked in a training, quality and/or operations business units Have worked reports and metric analysis at an LOB or cluster level Have experience in effective coaching related to behaviour-driven feedback Have managed multiple projects and initiatives, as lead or team member Skills: Basic reporting and documentation Basic content creation / design for training materials