Performance Coach

HGS is seeking a highly motivated and results-driven Performance Coach – Sales and Collections Operations to support the development and success of our sales and/or collections teams. The Performance Coach will be responsible for analyzing performance trends, delivering targeted coaching, and partnering with Operations leaders to improve sales effectiveness, collection performance, customer experience, compliance, and overall business results.

The ideal candidate has a strong background in contact center sales, collections, or a combination of both , performance management, coaching, and employee development, with a proven ability to drive improvements in productivity, conversion rates, recovery rates, and agent engagement.

Key Responsibilities

• Deliver structured one-on-one coaching sessions focused on sales and/or collections performance, customer interactions, compliance, and professional development.
• Analyze performance metrics, operational reports, and key performance indicators (KPIs) to identify trends, gaps, and opportunities for improvement.
• Monitor and evaluate calls, customer accounts, sales activities, and/or collection activities to provide actionable feedback and coaching.
• Partner with Operations leaders to develop and execute performance improvement plans for individuals and teams.
• Coach employees on effective sales techniques, customer engagement strategies, objection handling, negotiation skills, payment arrangements, and account resolution.
• Support initiatives aimed at improving sales conversion rates, revenue generation, recovery rates, promise-to-pay commitments, productivity, and customer satisfaction.
• Track coaching effectiveness and adjust development plans to achieve business objectives.
• Facilitate performance calibration sessions and recommend training interventions based on observed trends.
• Handle escalated customer interactions and provide guidance on complex sales and/or collections scenarios when required.
• Ensure adherence to client requirements, company policies, regulatory standards, and applicable sales and collections compliance guidelines.
• Utilize reporting tools, dashboards, and workforce data to monitor results and identify areas for continuous improvement.
• Promote employee engagement, accountability, and a high-performance culture within sales and collections operations.

Qualifications

• Minimum 3 years of experience in a BPO, Contact Center, Sales, and/or Collections environment .
• At least 1–2 years of experience as a Performance Coach, Team Leader, Supervisor, or similar leadership role .
• Proven experience supporting sales, collections, upselling, retention, financial services, or any related field .
• Strong knowledge of sales and/or collections performance metrics, including:
• Sales Conversion Rate
• Revenue Generation
• Close Rate
• Customer Retention
• Recovery Rate
• Promise-to-Pay Rate
• Right Party Contact Rate
• Productivity and Utilization
• Quality and Compliance Scores
• Demonstrated success in conducting coaching sessions, performance reviews, and performance improvement initiatives.
• Excellent communication, facilitation, coaching, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to interpret data, identify trends, and translate insights into actionable coaching strategies.
• Proficiency in Microsoft Office applications and reporting/dashboard tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with applicable regulatory and compliance requirements related to sales and/or collections is highly preferred.
• Certification or formal training in Coaching, Learning & Development, Performance Management, Sales Management, or Collections Management is an advantage.