Outbound Contact Center Sales Coach

Sun Coast Sciences•Ohio, OH

21h•Remote

About The Position

We are looking for a Sales Coach who is energized by developing people and helping agents build the confidence and skills to perform. The Sales Coach leads a team of Protocol Review agents through an established, scripted sales process, bringing that process to life through demonstration, coaching, and accountability. The role combines agent development with frontline sales execution. The coach leads huddles, conducts training and role plays, provides individual feedback, supports adherence to sales practices, reviews quality results, and handles live-call feedback and escalations. The coach also collaborates with Appointment Setting, Onboarding, Quality Assurance, and Operations to support effective handoffs and a strong customer experience. This is a fully remote, full-time W-2 position with a six-month probationary period. Schedule availability must align with Central Time business operations, including weekends. Base salary is $55,000–$71,000 depending on experience, with uncapped monthly commissions, quarterly KPI bonuses, and commissions on personal sales. The posting lists OTC compensation of $67,000–$105,000.

Requirements

At least 2 years of experience coaching or managing outbound sales agents in a scripted environment.
A track record of helping agents improve, with outcomes that can be discussed.
Experience navigating performance conversations with honesty and care.
Comfort picking up the phone and demonstrating effective sales execution.
Ability to work in a player-coach role by making sales calls and teaching the team to follow the process.
Strong written communication and thorough documentation habits.
Dedicated, private, quiet workspace.
High-speed primary internet connection and 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 weekends.

Nice To Haves

Salesforce proficiency.
Experience with VoIP platforms for call monitoring and coaching.

Responsibilities

Lead morning huddles that energize the team and set the tone for the day.
Conduct over-the-shoulder trainings, scheduled role plays, and one-on-one development conversations.
Coach agents through each stage of the script, including the 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.
Lead from the frontlines by taking calls, following the process, making sales, and demonstrating the process to the team.
Help agents follow contact cadence, script steps, and post-sale follow-through best practices.
Ensure agents are tech-ready and set up for success.
Conduct performance conversations with care and clear documentation, using Acknowledgement Forms.
Review QA results and address performance gaps through coaching.
Monitor live calls and offer real-time feedback.
Handle refund requests and customer escalations with sound judgment and consideration for the customer and business.
Partner with the Appointment Setting team to support seamless setter-to-closer handoffs.
Work with Onboarding, Quality Assurance, and Operations to deliver a strong customer experience.
Bring patterns and insights to leadership to support team improvement.