Job Summary
The Sales Trainer is responsible for developing, delivering, and evaluating training programs that enhance the sales skills, product knowledge, and performance of BPO sales teams. This role ensures that new hires and tenured agents are equipped with the skills needed to meet client expectations, drive revenue, and achieve KPIs in a fast-paced contact center environment.
Key Responsibilities
Training Delivery
- Facilitate training for new hires, upskill classes, and calibration sessions for voice or non-voice sales accounts.
- Conduct product, process, soft skills, and sales effectiveness training (objection handling, closing techniques, prospecting, lead qualification).
- Deliver training using adult learning principles and interactive training methodologies.
Training Design & Development
- Create training modules, facilitator guides, participant materials, assessments, and simulations tailored to BPO sales programs.
- Update training content based on client updates, performance trends, or process changes.
- Collaborate with Operations, Quality, and Client teams to align training materials with business needs.
Performance Coaching
- Conduct nesting/coaching sessions for newly trained agents to reinforce learning.
- Monitor trainee performance through side-by-sides, mock calls, call listening, and KPI tracking.
- Provide targeted coaching on sales behaviors, product mastery, and customer engagement skills.
Quality & Compliance
- Ensure all training content complies with client requirements and regulatory standards.
- Maintain accurate training records, attendance logs, assessments, and certification documents.
Reporting & Evaluation
- Analyze training effectiveness using post-training performance results, learner feedback, and KPI improvements.
- Recommend training interventions to address performance gaps and improve conversion, AHT, QA scores, and CSAT.
Qualifications
- Bachelor's degree preferred; equivalent work experience accepted.
- At least 24 years of BPO experience, with 12 years in sales training, coaching, or facilitation.
- Strong knowledge of sales methodologies (consultative selling, value-based selling, upselling, cross-selling).
- Experience in outbound, inbound sales, customer acquisition, or retention programs.
- Excellent communication, presentation, and facilitation skills.
- Proficiency in MS Office / Google Workspace; LMS experience is an advantage.
- Ability to manage multiple training batches and meet tight deadlines
