Sales and CS Trainer

SUMMARY:

To drive a performance-first sales mindset across inbound/outbound campaigns by designing and delivering dynamic, data-backed sales training. This role requires someone who brings the floor to life, turning passive listeners into confident closers. The Sales Trainer is responsible for developing BPO agents into revenue drivers, with a sharp focus on conversion, communication, objection handling and client expectations. Must be capable of breathing new energy into low-performing teams, using coaching, storytelling, and measurable sales enablement techniques.

KEY RESPONSIBILITIES: 

Sales Enablement  

• Design and deliver sales-focused training modules aligned with US market standards and campaign KPIs.
• Run intensive sales bootcamps for new hires and refresher programs for tenured agents.
• Equip agents with persuasive techniques, listening skills, objection handling, and script mastery.
• Tailor training to drive upselling, cross-selling, and first-call resolution.

Coaching & Floor Transformation  

• Identify talent gaps using QA dashboards, live barging, and performance reports.
• Partner with Operations to turn around struggling teams hands-on, in-the-moment coaching.
• Conduct power huddles and sessions with clear actionables.
• Use call samples and data points to ‘story-sell’ success and influence behavior.

Performance Measurement & Reporting: 

• Track training through pre/post assessments, call quality, and sales output.
• Maintain detailed training logs, performance trackers, and coaching records.
• Collaborate with QA and Ops to refine training plans based on evolving metrics.

Mindset Development & Leadership Grooming: 

• Foster a culture of accountability, competitiveness, and continuous learning.
• Support leadership pipeline by mentoring team leads on how to coach for sales.
• Model high-impact sales behaviors—confidence, resilience, and number ownership.

Development & Knowledge Transfer  

• Document training best practices and delivery guidelines.
• Conduct handover of modules and feedback methodology

Assessment & Feedback 

• Provide actionable feedback to improve agent performance
• Proficient in setting clear, measurable sales goals and KPIs aligned with business outcomes
• Facilitate Q&A sessions covering all facilities to address challenges and share best practices.

Collaboration 

• Weekly Operations Managers, and Quality Assurance Manager updates to align training content with goals
• Work with supervisors to identify trends in call challenges and recommend training interventions for operational deficits/malpractices/misinformation.
• Weekly update training materials to reflect changing business needs and feedback.

REQUIREMENTS:

Education 

• Bachelor’s Degree in Business, Marketing, Communications or related field (Master’s preferred).
• Certifications in Sales Training, Adult Learning, Communication, or related areas are an advantage.

Experience 

• 5+ years in sales training, preferably with exposure to call center or outsourced sales environments.
• At least 2 years of hands-on experience reviving underperforming sales teams or campaigns.

Skills 

• Exceptional verbal communication and presentation skills
• Deep understanding of US BPO sales process
• Strong command on CRM tools, call center software, and performance metrics
• Skilled at motivating through data and storytelling
• Capable of commanding a room, energizing teams, and holding accountability
• Proven expertise in sales training, ideally in international BPO/call center environments.
• Excellent command over verbal delivery, tone modulation, and persuasive communication.
• Hands-on experience designing training modules with measurable outcomes.
• Familiarity with stakeholder mapping and US customer service dynamics.
• Knowledge of sales processes, persuasion techniques, call control, and customer service best practices
• Strong coaching and mentoring abilities to motivate and develop sales agents
• Proficient in MS Office, Call Simulation Platforms, Google Workspace (Docs, Sheets, Slides), Video conferencing platforms (Zoom, MS Teams), LMS tools (if available)
• and comfortable with training and presenting
• Strong organizational and time-management skills to manage multiple training sessions across locations
• Leadership skills with the ability to engage diverse teams and adapt to a multicultural call center environment
• Familiarity with call center operations, service level agreements, and quality standards in sales and customer interactions
• Conversant with best practices in targeted sales coaching, performance improvement, behavior change strategies, objection handling, persuasive communication, and call control methods.