Performance Coach – Sales and Collections Operations

About the role

HGS is looking for a motivated Performance Coach to enhance the effectiveness of its sales and collections teams. You will analyze performance data, deliver targeted coaching, and partner with operations leaders to drive business results.

Key responsibilities

• Conduct structured one‑on‑one coaching sessions focused on sales/collections performance, compliance and professional development.
• Analyze metrics and KPIs to identify trends, gaps and improvement opportunities.
• Monitor calls and activities, provide actionable feedback, and develop performance improvement plans.
• Coach agents on sales techniques, objection handling, negotiation, payment arrangements and account resolution.
• Support initiatives to improve conversion, recovery, productivity and customer satisfaction.

Required profile

• Minimum 3 years experience in a BPO, contact‑center, sales or collections environment.
• At least 1–2 years in a coaching, team‑lead or supervisory role.
• Proven track record of improving conversion, recovery and agent engagement.
• Strong analytical and problem‑solving abilities with data‑driven decision making.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using reporting and dashboard tools to track performance.