Outbound Contact Center Sales Coach

Position Summary

We are looking for a Sales Coach who genuinely loves developing people. Someone who gets energized watching an agent go from unsure to unstoppable, who leads by example and gets on the phones right alongside their team, and who understands that great coaching is equal parts skill-building and belief-building.

In this role, you will lead a team of Protocol Review agents through a proven, scripted sales process that works. Your job is not to reinvent it. It is to bring it to life for your team, help them master it, and make sure they show up every shift ready to perform at their best.

Core Responsibilities

Coaching and Agent Development

• Lead morning huddles that energize the team and set the tone for the day

• Conduct over-the-shoulder trainings, scheduled roleplays, and 1:1 development conversations

• Coach agents through every stage of the script: opening, objection handling, and close

• Facilitate self-review discussions and deliver Salesforce feedback tasks

• Build and present agent development plans tied to weekly KPI performance

Process Adherence and Accountability

• Help agents stay connected to best practices: contact cadence, script steps, and post-sale follow-through

• Ensure agents are always tech-ready and set up for success

• Navigate performance conversations with care and clear documentation, using Acknowledgement Forms

• Review QA results and address gaps with a coaching mindset

Live Coaching and Escalations

• Be present on live calls and offer real-time feedback that agents can actually use

• Get on the phones yourself and show them what strong execution looks and feels like

• Handle refund requests and customer escalations with good judgment and a focus on what is right for both the customer and the business

Cross-Functional Collaboration

• Partner with the Appointment Setting team to facilitate seamless setter-to-closer handoffs and set everyone up to win

• Work alongside Onboarding, Quality Assurance, and Operations to deliver a great customer experience

• Bring patterns and insights to leadership so the whole team can keep improving

What Success Looks Like

• Agents who grow in confidence, skill, and consistency

• Performance that becomes predictable, not volatile

• Objections handled with conviction, not hesitation

• A team that trusts the process because you showed them it works

• A culture where accountability and genuine support coexist

Compensation and Benefits

• Base salary: $55,000–$71,000 depending on experience

• Quarterly KPI bonus: up to $2,000 based on team performance across RPA, Close Ratio, and AOV

• Gross Profit bonus: 0.5% of Gross Profit generated by your direct report group each quarter

• Fully remote, full-time W-2 position with 6-month probationary period

• Unlimited PTO after 90 days

• Health and 401k benefits

When your team wins, you win. That is built into how we pay.

Required Qualifications

• 2+ years coaching or managing outbound sales agents in a scripted environment

• A track record of helping agents improve, with real outcomes you can speak to

• Experience navigating performance conversations with both honesty and care

• Comfortable picking up the phone yourself and demonstrating what great looks like

• Ability to operate in a player + coach role; demonstrating the process with effective sales calls and showing your team how to do the same

• Strong written communication and thorough documentation habits

• Salesforce proficiency preferred

• Experience with VoIP platforms for call monitoring and coaching

Work Environment and Remote Requirements

This fully remote position requires:

• Dedicated, private, quiet workspace

• High-speed primary internet connection with a reliable backup capable of supporting multiple platforms simultaneously

• Personal computer capable of running Salesforce, Vonage, and Google Workspace

• Quality headset for monitoring and coaching

• Schedule availability aligned with Central Time business operations including some weekends