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Role Overview
We are seeking a dedicated and high-impact Telesales process Trainer who will play a critical role in shaping the skills, knowledge, and performance of our sales workforce. This role is responsible for designing, delivering, and continuously improving training programs that enable telesales team members to perform at their best and consistently meet business goals.
The ideal candidate is an effective communicator with a passion for coaching, a strong understanding of telesales dynamics, and a mindset focused on continuous improvement and operational excellence.
Key Roles & Responsibilities
Training Delivery and Content Development;
● Conduct structured training sessions for new hires and existing employees using multiple learning formats, including classroom training, workshops, one-on-one coaching, on-the-job training, and 0–30 performance enhancement programs.
● Design, develop, and update engaging and effective training materials aligned with business requirements and team needs.
● Ensure content remains current, relevant, and outcome-driven.
Employee Development & Coaching;
● Identify skill gaps through performance data, call audits, and feedback.
● Deliver targeted coaching and development interventions to improve individual and team performance.
Performance Monitoring & Evaluation;
● Track trainee progress through assessments, call evaluations, and feedback mechanisms.
● Ensure learning objectives and performance benchmarks are consistently met.
Stakeholder Collaboration;
● Partner closely with team leads, managers, and cross-functional stakeholders to identify training needs and align initiatives with business goals.
Record Keeping & Reporting;
● Maintain accurate records of training sessions, attendance, assessments, and performance improvements.
● Prepare and share periodic training reports and insights with management.
Guidance & Quality Assurance;
● Provide ongoing guidance and support to ensure consistency, quality, and adherence to training standards across the team.
● Conduct regular audits to evaluate training effectiveness, SOP compliance, and adherence to best practices.
● Recommend improvements based on audit findings and performance trends.
BAU Activities Management;
● Own and manage key BAU initiatives such as BQM (Bottom Quartile Management), PKT (Product Knowledge Training), Tip of the Day, Other ongoing training and performance enhancement activities
Who Is This Role Suitable For
● 2–3 years of prior experience in training, coaching, or learning & development roles.
● Prior experience in the telesales environment, preferably within high-NPS consumer-focused industries such as Ed-tech, Fitness & wellness, Travel & experiences, and Premium credit cards or financial services
● Strong understanding of process excellence and sales strategies, including Six Sigma(Optional) or similar methodologies.
● Proven experience in managing and collaborating with stakeholders across product, business, technology, and operations teams.
