Insurance Sales Coach & Performance Specialist (Auto/Home/Health) - for Clark

About the Role

The Sales Coach will be responsible for analyzing, monitoring, auditing, and reporting on sales team performance, with a heavy emphasis on direct sales and new customer acquisition. By identifying trends, patterns, and conversion opportunities, you will optimize team sales strategies in a BPO environment.

The role includes integrated coaching sessions (live monitoring followed by immediate coaching), creating and developing targeted sales workshops, and conducting comprehensive performance audits. The ideal candidate must have a proven background in acquiring new customers—not upselling—across key industries such as Telecom, Insurance, Financial Services, Home Services, or Consumer Services.

Key Responsibilities

• Manage operational performance to meet Key Performance Indicators (KPIs) related to revenue, direct sales conversion, and Service Level Agreements (SLAs).
• Interpret and analyze conversion reports and statistical sales data to measure production levels and pinpoint root causes for underperformance in direct sales acquisition.
• Conduct live call monitoring and deliver immediate, real-time coaching sessions focused on closing techniques, objection handling, and pitch execution.
• Develop strategies, action plans, and customized training workshops to drive direct sales growth and elevate client success metrics.
• Use critical thinking to investigate and resolve ad hoc sales performance issues.
• Motivate agents through dynamic relationship building, structured incentive programs, and active ongoing coaching.
• Bring in-depth operational knowledge of direct acquisition sales tactics when participating in client and partner meetings.
• Gain expert-level knowledge on all client products, competitor offerings, and promotional campaigns to coach agents effectively.
• Demonstrate a positive work ethic, high energy, and commitment to achieving aggressive sales targets.
• Act as a role model and exemplify IntouchCX's 10 cultural values.

About You

Mandatory Experience & Qualifications:

• Direct Sales & Acquisition Focus: Proven experience driving direct sales and generating new business/new customer acquisition within the BPO/contact center industry is mandatory. Candidate experience must focus on acquiring new customers rather than upselling existing accounts. Relevant campaign experience includes:

  • Telecom: Outbound/inbound switch campaigns (e.g., bringing new fiber, wireless, cable, or internet accounts over from competitors; upselling existing lines/warranties does not qualify).
  • Insurance: Auto, Home, Life, Health, or Renters insurance sales.
  • Financial Services: Acquiring new customers for credit cards, personal/auto loans, mortgages, or banking accounts.
  • Home Services: Solar, HVAC, pest control, or home security acquisition.
  • Consumer Services: Gym memberships, higher education, travel packages, subscription services, or third-party vehicle warranties.

• Call Center Background: 1–2 years of experience in a contact center environment, with a strong background in sales coaching, training, or performance management. (Note: Candidates whose experience is primarily customer service without a heavy direct sales acquisition background will not qualify).

Secondary Qualifications & Technical Skills:

• Customer service experience and the ability to handle escalated issues in a call center capacity is a plus, but secondary to direct sales expertise.
• Some post-secondary education or degree (a major in Business is considered an asset).
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) and proficiency using spreadsheet applications to maintain and develop performance reports.
• Exceptional time management, organizational, and prioritization skills.
• Ability to work independently and collaboratively in a fast-paced, entrepreneurial environment.
• Flexibility to work a variety of shifts, including days, evenings, weekends, and holidays.