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Job ID TEAMC11351 Date posted 04/02/2021 Location United States Job Type Full Time

This is a remote, work-from-home position and responsible for achieving monthly conversion/sales targets. As a Sales Team Coach, you will play a key role in supporting a team of 13-15 Contact Center Agents to generate revenue and an extraordinary guest experience. The Sales Team Coach will directly supervise the day-to-day functions of our Contact Center Agents. The Team Coach contributes to the success of the Customer Contact Center by providing on-going coaching of Contact Center Agents that assist guests with vacation planning.

  • Drive sales activities to achieve established Contact Center conversion targets and goals for the assigned sales positions
  • Deliver effective sales coaching to Contact Center Agents with a strong focus on improving behaviors to achieve conversion targets and goals
  • Monitor the performance of sales and proactively identify areas of potential risks
  • Establish training needs by observing sales objections, studying sales performance and reports
  • Actively participate in supporting a learning organization
  • Own the development of Agents to become competent in all levels of the Sales Competency Program through motivation, counseling and continued product knowledge education
  • Hold Agents accountable for sales performance standards by administering performance improvement plans, corrective action, and formal performance appraisals timely
  • Effectively communicate information regarding new policies and promotions and ensure Agents fully understand and are competent in the processes   
  • Lead by example while embracing and promoting the Great Wolf culture
  • Deliver results in a high pressure environment
  • Ability to interface with all levels of the organization from front line Contact Center Agents to corporate and lodge guest service team
  • De-escalate guest situations to find a proper solution that resolves guest concerns and maintains the integrity of the Great Wolf policies and procedures
  • Proactively offer solutions and suggestions for process and product improvement to leadership
  • Complete assigned day-to-day tasks such as: time approval, attendance, real-time management of productive staff, sales agent’s needs, etc. 

Required Qualifications:

  • High School Diploma or GED equivalent required
  • Minimum of 3 years in a supervisory or leadership role managing direct reports in a contact center environment
  • Minimum 3 years sales experience with proven track record of achieving and or exceeding sales goals
  • Strong analytical skills to identify sales and KPI trends and patterns in a dynamic work environment
  • Demonstrates an above average attention to detail including excellent written and oral communication skills
  • Strong administrative, coaching, presentation and organizational skills
  • Ability to develop rapport with agents, management and guests; ability to maintain strong working relationships
  • Proficient in Microsoft Office suite
  • Ability to work a varying schedule – Team Coaches share coverage of operation that is open 7a-9p CST seven days a week

Preferred Qualifications:

  • Hospitality, Theme Park or Call Center experience a plus
  • Experience with e-learning platforms
  • Proficient with call center technology including: Vonage, Verint Monet, Opera, Salesforce 

Home Office / Computer/ Internet Requirements:

  • A private workspace or home office free from distraction
  • Access to laptop or desktop computer (Chromebooks are not supported at this time)
  • Minimum System requirements:
    • Intel Core I5 or Core I7 CPU
    • 16GB DD4 Memory
    • Windows 10 version 1903
    • Citrix Workspace App version 1911
    • IE version 11 and latest version of Google Chrome
  • Reliable, high speed internet (minimum 25 MB download and 5 MB upload)

Physical Requirements:

  • Able to sit for extended periods of time

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or veterans' status.

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