Sales Training Manager (BPO)

TRAINING MANAGER
SETUP: Work from home, Night shift

RESPONSIBILITIES
- Develop a comprehensive, scalable training roadmap for chat representatives and team leaders.
- Align training initiatives with business goals, sales strategies, and key performance metrics.
- Design and standardize core training modules, including onboarding, nesting, role- based upskilling, and leadership development.
- Oversee the integration and optimization of Learning Management Systems (LMS) and training technology platforms.
- Partner with the Training Supervisor to deliver structured onboarding, nesting, and performance improvement programs.
- Monitor training effectiveness through data analysis, QA scores, and chat performance metrics.
- Refine training methodologies based on live feedback, conversion rates, and emerging needs.
- Oversee continuous education, model onboarding modules, and soft skills development.
- Lead and develop the Training Supervisor and all subordinate training staff, including Hiring and Nesting TLs.
- Conduct strategic performance reviews, calibrate coaching approaches, and ensure goal alignment.
- Collaborate with Sales Managers, Operations Leaders, and HR to ensure training efforts support organizational development.
- Maintain training compliance with internal SOPs and quality standards.
- Analyze skill gaps and recommend uptraining paths or performance interventions.
- Implement coaching and remediation frameworks for underperformers in collaboration with HR.
- Monitor training engagement, nesting progression, and QA adherence.
- Track onboarding and debrief sessions; address training-related issues in real time.

QUALIFICATIONS:
- Proven experience in designing and managing sales training programs.
- Strong leadership, coaching, and mentoring skills.
- High proficiency in data interpretation and performance analysis.
- Excellent communication, facilitation, and presentation capabilities.
- Familiarity with chat-based sales dynamics and learning platforms (LMS).
- Strategic mindset with hands-on training execution abilities.