BPO Trainer - Inbound UK Telecom (Sales via Service)

Job Title:

BPO Trainer Inbound UK Telecom Campaign (Sales via Service Model)

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Job Purpose:

To deliver effective training programs for new hires and existing employees in an inbound UK telecom campaign that focuses on Sales & Service, ensuring mastery of product knowledge, adherence to quality and compliance standards, and driving performance outcomes during the first 30 days of production.

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Key Responsibilities:

1. New Hire Training

• Conduct end-to-end training for new hires, covering:
• Product knowledge (UK telecom services)
• Sales & Service techniques
• Customer service excellence
• Compliance and regulatory guidelines
• Ensure training throughput meets organizational targets.
• Monitor and support new hires during the first 30 days of production to achieve:
• Optimum performance levels
• Quality and compliance adherence
• Sales conversion benchmarks

2. Floor Support & Performance Management

• Provide on-the-job coaching and feedback for new hires post-training.
• Collaborate with Operations and Quality teams to identify performance gaps and implement corrective actions.

3. Refresher Training & Continuous Development

• Conduct periodic refresher sessions for production employees on:
• Process updates
• Product changes
• Compliance requirements
• Administer knowledge assessments (tests, quizzes) to ensure retention and accuracy.

4. Training Needs Identification (TNI/TNA)

• Analyze performance data to identify training needs.
• Design targeted interventions to address skill gaps.

5. Data Management & Reporting

• Maintain accurate training records, attendance, and performance reports.
• Share insights with stakeholders on training effectiveness and improvement areas.

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Key Skills & Competencies:

• Strong Communication Skills – Ability to engage and motivate learners.
• Sales Orientation – Understanding of Sales & Service methodologies.
• Process Knowledge – UK telecom products and compliance standards.
• Analytical Ability – For TNI/TNA and performance tracking.
• Adaptability – Ability to handle diverse learner profiles and dynamic campaign requirements.
• Facilitation Skills – Interactive and impactful training delivery.

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Qualifications & Experience:

• Graduate in any discipline.
• 1.5–5 years of experience as a Trainer in BPO (preferably UK telecom campaigns).
• Proven track record in Sales and Customer Service training.
• Familiarity with quality and compliance frameworks.

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Performance Metrics:

• Training throughput and certification rates.
• New hire performance in first 30 days (Sales, Quality, Compliance).
• Floor refresher effectiveness (knowledge test scores).
• Reduction in performance gaps post-intervention.