With more than 94,000 talented associates worldwide and $27 billion in sales, Staples serves businesses in 27 countries throughout North and South America, Europe, Asia, and Australia. In July 2008, Staples acquired Corporate Express, one of the world’s leading suppliers of office products to businesses and institutions.

“At Staples Inc. we believe all our associates want a company they can be proud of and committed to; where all of us have an opportunity to contribute, learn, grow and advance, based on our individual work. We believe all Associates want to be and should be respected, treated fairly, listened to and involved. We want satisfaction from our accomplishments and friendships, balanced personal and work lives, and to have fun at what we're doing. “

About Quill:

For more than 50 years, Quill has worked to exceed expectations of its customers by creating a company-wide customer service environment dedicated to complete satisfaction. Our goal is to continue building on this solid foundation into the future, affirming the best of our company's traditions, and closing any gaps that may exist between principles and practices. Quill leads the office products industry in customer satisfaction, proven by our 2008 J.D. Power and Associates award for "Providing An Outstanding Customer Service Experience."

The Opportunity:

As a member of the Quill Management team, the Sales Coaching Specialist is responsible to evaluate and coach all Sales Associates, including but not limited to our Inside Sales and Quill Customer Contact teams. With direction from the Project Manager of Sales Coaching, you will evaluate the coaching experiences and programs to ensure they tie to our mission, culture, strategic objectives and operational requirements.

Job Duties and Responsibilities:

• Meet monthly evaluation production goals, and ensure that the coaching delivered is driving desired results and changes in behaviors.
• Reinforce the Quill Selling Strategy through targeted coaching, resulting in higher quality calls for increased customer satisfaction, revenues and retention rates.
• Partner with Team Managers for evaluation reports, positive and constructive feedback strategies; as well as, supporting the direction and strategy for new program roll-out at supervisor/manager level.
• Own/manage daily Quality Calibration sessions and Team Evaluations sessions for internal team and management team to ensure fair and consistent evaluation practices and dialogue trends and issues.
• Identify and recommend process & procedure improvements. Support the implementation and timely follow up of the process improvements

Knowledge/Experience Required:

• 5-8 Years of supervisory/managerial, coaching, quality and call center experience, with strong platform and coaching skills.  Sales Coaching experience: understands the processes of building rapport, diagnosing a customer’s needs, making appropriate recommendations and completing a sale.
• Bachelor’s Degree in Business, Communications, Education or Liberal Arts; or equivalent work experience.
• Strong verbal and written communications skills, as well as strong presentation skills.  Demonstrate determination and commitment to produce quality work in given timeframes, including paying appropriate attention to detail and ability to prioritize effectively. Ability to work effectively with limited supervision.
• Microsoft Office Proficiency – proven use and understanding of MS Word, and MS Excel.
• Ability to interact and form strong relationships with Telesales Management Team, Internal Business Partners.
• Willingness and ability to travel at a 20% rate and to work hours as needed to meet deadlines.

We Provide:

• A competitive compensation package including stock options and annual bonus
• 2 wks vacation accrual for the first 2 years, 3 wks accrual after 2 years, 4 wks accrual after 4 years
• Flexible benefits package, employer contributed RRSP, employee stock purchase plan
• Opportunities to grow and advance through learning leading edge practices

To apply for this position, visit www.greatcareersatstaples.ca

Staples Contact Centre
70 First Lake Drive, Lower Sackville, NS, B4C 3E4