Process Trainer Sales and Soft Skills

Job Summary:

We are seeking an experienced and energetic Process Trainer with a strong background in BPO operations, specializing in Sales and Soft Skills training. The role involves onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance in alignment with business expectations.

Key Responsibilities:

• Deliver New Hire Training (NHT) focused on BPO-specific sales processes, customer service, and soft skills.
• Facilitate sales training including objection handling, persuasion techniques, closing strategies, and KPI management.
• Conduct training on essential soft skills such as communication, empathy, rapport building, and professionalism.
• Design and update training modules, assessments, SOPs, and support materials based on client and process requirements.
• Identify performance gaps through regular feedback, TNI (Training Need Identification), and floor observations.
• Conduct refresher trainings, upskilling sessions, and on-the-job coaching for existing employees.
• Coordinate with Operations, Quality, and HR to improve training outcomes and support business performance.
• Evaluate training effectiveness through post-training assessments, call monitoring, and performance tracking.
• Maintain training records, attendance logs, and feedback reports in compliance with internal and client audits.

Required Skills & Qualifications:

• Minimum 2-3 years of experience as a Trainer in a BPO environment (Voice/Sales Process).
• Proven experience in conducting sales training and soft skills coaching in a BPO setup.
• Strong understanding of BPO KPIs like AHT, CSAT, Conversion Rate, Quality Score, etc.
• Excellent verbal and written communication skills.
• Skilled in facilitating in-person training sessions.
• Ability to adapt to fast-paced and dynamic process environments.
• Proficient in MS Office (PowerPoint, Excel, Word) and common BPO tools (e.g., dialers, CRMs).

Preferred Qualifications:

• Graduate in any stream; additional certifications in Training Delivery, TTT (Train the Trainer), or Sales are a plus.
• Exposure to Domestic Voice Process.
• Familiarity with LMS platforms and digital learning tools.

Key Competencies:

• Strong facilitation and presentation skills
• Leadership and influence
• Empathy and emotional intelligence
• Analytical and problem-solving mindset
• Organized and detail-oriented
• Continuous learning attitude