Trainer-BPO

Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up, with ambitious plans to scale rapidly. Our goal is to deliver world-class outsourcing solutions that drive efficiency, innovation, and exceptional customer experiences. 

As a cornerstone of our BPO launch strategy, the Trainer will play a pivotal role in shaping the capabilities and culture of our telesales team. This position demands a visionary training professional who can craft and deliver high-impact learning experiences, tailored to regional market dynamics.

Key Responsibilities:

• Design, develop, and deliver comprehensive training programs for telesales agents, including onboarding, product knowledge, sales techniques, CRM usage, and compliance.
• Customize training content to align with regional market nuances, customer behaviour, and cultural considerations.
• Facilitate engaging classroom, virtual, and on-the-job training sessions.
• Conduct regular training needs assessments and skills gap analyses across regions to inform continuous learning initiatives.
• Collaborate with operations, quality assurance, HR, and senior leadership teams to ensure alignment of training with business goals and strategic priorities.
• Monitor and evaluate training effectiveness through assessments, feedback, performance metrics, and ROI measurement.
• Provide coaching and mentoring to new and existing telesales agents to drive performance and professional development.
• Maintain up-to-date training materials and documentation in line with evolving business needs, market trends, and compliance standards.
• Support the implementation and optimization of learning management systems (LMS) and digital learning tools.
• Develop and implement a scalable training strategy aligned with the BPO's business goals and regional expansion plans.
• Create standardized training modules and frameworks adaptable across different regions while maintaining consistency in quality and outcomes.
• Design and deliver leadership and management development programs for team leads and supervisors within the telesales function.
• Promote a high-performance, customer-centric culture through training and engagement initiatives.
• Lead the selection and integration of e-learning, microlearning, and blended learning approaches.
• Establish quality benchmarks for training delivery and conduct audits to maintain training excellence.
• Stay abreast of industry trends, emerging technologies, and evolving customer expectations to keep training programs relevant.
• Pilot new training methodologies and tools to enhance learner engagement and retention.
• Design and deploy regular refresher sessions aligned with specific program types already listed in the JD (e.g. Onboarding, product knowledge etc) to ensure sustained performance.

Requirements

Experience and Skills

• Bachelor's degree in Business, Human Resources, Education, Communication, or a related field.
• At least 8 years of experience in training within a BPO, telesales, or customer service environment.
• Proven track record in designing and delivering training programs for sales or customer-facing teams.
• Experience in regional or multi-site training coordination is an added advantage.

Technical Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Understanding of key Contact Centre metrics (e.g., AHT, FCR, QA scores) to effectively identify training needs and design targeted intervention programs to close identified gaps.
• Hands-on experience with Learning Management Systems (LMS) and e-learning platforms.
• Familiarity with CRM systems (e.g., Salesforce, Zoho CRM) and call center software.
• Ability to analyze training data and performance metrics to inform decision-making.
• Knowledge of instructional design methodologies and adult learning principles.
• Comfortable with virtual training tools (e.g., Zoom, Microsoft Teams, Google Meet).
• Solid understanding of compliance and quality assurance standards in BPO environments.