Floor Trainer – Telesales (Malayalam)

Mission:

To train, coach, and continuously develop telesales employees by delivering effective classroom and floor-level training, in coordination with Team Leaders and the Quality team, ensuring consistent performance, quality compliance, and productivity.

Job Description:

The Floor Trainer is responsible for conducting end-to-end training for new joiners and existing agents, ensuring they are well-equipped with product knowledge, sales skills, call handling techniques, and quality standards. The role involves working closely with Team Leaders and the Quality team to identify gaps, provide corrective coaching, and drive continuous improvement on the floor.

Key Responsibilities:

• Conduct new batch induction and process training for Malayalam telesales employees.
• Deliver product, sales pitch, objection handling, and soft skills training.
• Provide floor-wise training and live call coaching to improve performance.
• Work closely with Team Leaders to identify training needs and performance gaps.
• Coordinate with the Quality team to address audit feedback and quality deviations.
• Conduct refresher trainings, mock calls, role plays, and knowledge assessments.
• Monitor call quality, pitch adherence, and customer handling on the floor.
• Prepare and maintain training materials, reports, and attendance records.
• Support agents in achieving productivity, quality, and conversion targets.
• Ensure training effectiveness aligns with business goals and client expectations.

Key Outcomes (Success Measures):

1. Training Effectiveness: New joiners achieve expected performance within defined timelines.
2. Quality Improvement: Reduction in quality errors and audit deviations.
3. Sales Performance: Improved conversion rates post-training interventions.
4. Agent Readiness: Agents demonstrate confidence in pitch, objection handling, and process.
5. Collaboration: Strong coordination with Team Leaders and Quality for floor success.

Core Competencies:

·       Communication & Presentation Skills

·       Coaching & Mentoring Ability

·       Sales Process Knowledge

·       Quality & Compliance Awareness

·       Analytical Thinking

·       Team Collaboration

·       Adaptability, Patience

Qualifications & Experience:

• Education: Minimum Diploma / Graduate in any field.
• Language: Fluency in Malayalam (Mandatory); Tamil is an added advantage.
• Experience in domestic BPO / telesales processes preferred