Safe Step Walk-In Tub Company is hiring a Sales Operations Coordinator to focus on training and quality assurance within our contact center. You will design and deliver instructional content, provide coaching support, and use performance data to drive improvements that enhance the customer experience.
What You'll Do
- Facilitate engaging instructional learning sessions for new hires and veteran associates on technical processes and system navigation.
- Collaborate on the design and delivery of ongoing refresher training, workshops, webinars, and product demonstrations.
- Serve as a dedicated onboarding resource, offering product and systems expertise to support learning and address knowledge gaps.
- Listen to customer calls and provide structured feedback and coaching to associates and leaders.
- Collaborate with contact center managers and leadership to provide 'voice of the customer' insights and contribute to process or training enhancements.
- Act as a key resource in the implementation of new contact center software by learning the system, building documentation, developing rollout strategies, and leading training sessions.
- Perform knowledge management by writing and maintaining knowledge resources for different audiences and refining content for continuous improvement.
- Develop expertise in contact center technology, including integrations and APIs, and translate complex information into clear guidance.
- Utilize data from contact center software systems to identify performance trends and adjust training and coaching proactively.
What We're Looking For
- Bachelor's degree or equivalent practical experience.
- Demonstrated ability to provide constructive feedback.
- Ability to maintain a high level of professional communication at all levels.
Nice to Have
- Prior sales or call center experience in training and/or call/email quality.
- Industry experience.
Team & Environment
Collaborate with contact center managers, team leads, and senior leadership.
Benefits & Compensation
- Compensation: $15.00 - $27.50 per hour.
- Health, dental, and vision insurance.
- Paid time off.
- Life insurance.
- 401(k) with company match.
- Mental health coverage.
- Gender affirming and family building benefits.
- Paid parental leave.
- Associate discounts.
- Community involvement opportunities.
Work Mode
This role is open to candidates located in the United States.
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements prohibiting discrimination against qualified protected Veterans and qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
