Training Specialist

Role & responsibilities

• Conduct training and onboarding sessions for new employees.
• Train employees on phone, email, and chat sales processes.
• Conduct role plays, mock calls, and practical exercises.
• Use interactive activities and games to make training interesting.
• Work with the Quality and Operations teams to improve training.
• Identify employee training needs and provide additional coaching.
• Conduct refresher training after 30, 60, and 90 days.
• Monitor and report trainee performance to managers and stakeholders.
• Provide feedback and suggestions to improve training materials and processes.
• Keep yourself updated on Microsoft products and sales processes.
• Support employees in achieving sales and customer-service targets.

Requirements

• Experience as a Sales Trainer, Process Trainer, BPO Trainer, or L&D Trainer.
• Experience in an IT, BPO, call center, or sales environment is preferred.
• Good communication and presentation skills.
• Comfortable conducting classroom and virtual training.
• Good knowledge of sales and customer-service techniques.
• Ability to conduct role plays and give constructive feedback.
• Ability to work independently and adapt to changes.
• Good understanding of training methods and soft skills.
• Knowledge of Microsoft products is an advantage.

Preferred Certifications

• CIPD
• NLP
• MCT
• Any relevant Training/L&D certification

Microsoft Product Knowledge

Candidates should have an interest in products such as:

• Windows
• Microsoft 365
• Surface
• Xbox
• Dynamics
• Microsoft Cloud

Performance Metrics

The trainer will be evaluated based on:

• New-hire time to proficiency
• Training completion rate
• Quality scores
• CSAT/customer satisfaction
• Partner/team feedback
• Refresher-training effectiveness