Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
.The Sales Coach plays a pivotal role in driving the performance of contact center sales agents by providing hands-on coaching, feedback, and support. This individual is responsible for identifying skill gaps, reinforcing sales techniques, and helping agents achieve and exceed sales targets while maintaining a positive customer experience.
Key Responsibilities
- Sales Coaching & Development
- Deliver one-on-one and group coaching sessions focused on sales effectiveness, customer engagement, and objection handling.
- Use call listening, live monitoring, and sales data to identify coaching opportunities.
- Provide actionable feedback and development plans to improve agent performance.
- Performance Management
- Monitor sales metrics and KPIs to identify trends, challenges, and opportunities.
- Work closely with team leaders and managers to support underperforming agents and recognize top performers.
- Collaborate with QA and Training teams to align coaching with quality standards.
- Training & Support
- Assist in the onboarding and ramp-up of new sales agents.
- Deliver refresher training and targeted learning sessions on products, services, and sales methodologies.
- Keep agents informed on product updates, promotions, and sales strategies.
- Process Improvement
- Recommend enhancements to scripts, tools, or workflows to support sales efficiency.
- Share insights from the frontline to help shape training and sales enablement initiatives.
Qualifications
Additional Information
Experience
- 2+ years in a sales environment in a contact center.
- 1+ year in a coaching, training, or team lead role
