Process Trainer (Sales & Soft Skills)
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As a Process Trainer specializing in Sales and Soft Skills for a BPO environment, your role will involve onboarding new hires, delivering sales-specific process training, improving soft skills, and enhancing overall agent performance. You will work towards aligning agent performance 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 3 to 5 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,
