Senior Operations Trainer – Sales

About the role

The Senior Operations Trainer will equip call‑center agents with the sales, retention and upselling skills needed to meet performance targets. You will deliver engaging classroom sessions, oversee product‑training nesting, and ensure a smooth transition from training to the operations floor.

Key responsibilities

• Lead onboarding for new hires, securing system access and operational setup.
• Design and deliver interactive training sessions using varied methodologies and technology.
• Develop agents in sales, retention and upselling through role‑play, call shadowing and personalized coaching.
• Monitor attendance and performance, recommending progression to production or termination.
• Support the hand‑off from classroom to on‑the‑job training, providing feedback and action plans.
• Assess post‑training knowledge retention and address gaps with targeted coaching.
• Handle complex customer escalations when required.
• Create new training materials or refresher courses as needed.
• Share best practices and mentor less‑experienced team members.

Required profile

• Proven sales/retention background (mandatory).
• 5+ years experience in operations training.
• Bachelor’s degree in Education, Psychology, Business Administration or related field (desired).
• Strong oral and written English (B2+).
• Flexibility to work on‑site and adapt schedule as needed.

Required skills

• Advanced sales techniques.
• Advanced presentation and public‑speaking abilities.
• Deep knowledge of adult‑learning principles.
• Ability to identify training challenges and performance gaps.