We are a leading Cloud Contact Center Solution in MEASA. We help successful companies to reach
their customers from anywhere with a single interface that brings value in the conversations.
The core of our business at Ocube is centered on providing comprehensive outsourcing solutions to
enhance your operational efficiency. We believe in nurturing long-term business partnerships,
where we listen to your voice and build a blueprint for the business to succeed. Together, we craft a
blueprint tailored to our client’s success. Our client engagement model is unique because we walk
besides them every step of the way, fostering a partnership built on trust.
Key Responsibilities:
A. Training Delivery
- Conduct new hire training programs, upskilling sessions, and refresher courses.
- Facilitate soft skills, process, and technical training to ensure comprehensive sales knowledge.
- Provide floor support during On-the-Job Training (OJT) and buddy-up sessions to guide trainees in a real-time sales environment.
B. Content Development and Improvement
- Design, update, and maintain training materials to reflect process changes, industry updates, and organizational goals.
- Create engaging, interactive learning modules tailored to meet the needs of sales agents and ensure long-term retention of key skills.
C. Performance Monitoring and Feedback
- Track and assess trainees’ progress through structured assessments and feedback.
- Provide constructive feedback, coaching, and personalized development plans to enhance individual and team performance.
D. Training Effectiveness and Reporting
- Measure the effectiveness of training programs through post-training evaluations, assessments, and key performance indicators (KPIs).
- Report training outcomes, challenges, and suggested improvements to the management team for continuous enhancement of training programs.
E. Continuous Improvement
- Stay updated with industry best practices and integrate them into training methods.
- Collaborate with operations and quality assurance teams to address any gaps in training or process updates.
- Conduct timely refresher sessions for agents on the floor to reinforce learning.
F. Compliance Training
- Ensure all training programs are aligned with legal and organizational compliance requirements, such as POSH, data protection, and other relevant regulations.
G. Support for Operational Teams
- Provide ongoing support to operational teams through on-the-floor coaching and training sessions.
- Maintain and share reports on the progress and status of training for new hires with the MIS, Operations, and Quality teams.
H. Client / CRM Communication
- Ensure that the Client Relationship Manager (CRM) is copied on all communications regarding training updates and attendance records.
- Generate credential requests for the respective Line of Business (LOB) following the completion of training programs.
- Conduct sessions to inform agents of new updates and process changes, ensuring complete alignment across the team.
Qualifications & Skills:
- Proven experience as a Sales Trainer or in a similar role within a sales-driven environment.
- Strong understanding of sales techniques, customer relationship management (CRM) systems, and business development strategies.
- Excellent presentation, communication, and facilitation skills.
- Ability to assess training needs and develop customized solutions.
- Experience with content development and proficiency in creating engaging learning materials.
- Strong analytical skills with the ability to measure training effectiveness using KPIs.
- Familiarity with compliance training, including POSH and data protection regulations.
- Ability to collaborate with cross-functional teams, including Operations, Quality Assurance, and Client Relations.
Preferred Experience:
- 3+ years in sales training or a related field.
- Experience in process-driven industries is a plus.