Senior Operations Trainer – Sales

About the role

The Senior Operations Trainer (Sales) is responsible for preparing call‑center agents to meet performance targets. You will deliver engaging training, coach agents through product knowledge, sales, retention and up‑selling techniques, and ensure a smooth transition from classroom learning to on‑the‑job performance.

Key responsibilities

• Oversee new‑hire onboarding, guaranteeing system access and operational setup.
• Deliver dynamic training sessions on products, systems and sales processes using varied methodologies and technology.
• Develop agents in sales, retention and up‑selling through role‑play, call shadowing and personalized coaching.
• Monitor attendance and performance, recommending progression to production or termination.
• Support the shift from classroom to on‑the‑job training, providing feedback and action plans.
• Assess post‑training knowledge retention, identify gaps and deliver targeted coaching.
• Handle complex customer escalations when required.
• Design new training materials or refresher courses as needed.
• Share best practices and mentor less‑experienced team members.
• Communicate expectations with Operations leaders and clients.

Required profile

• Proven sales/retention experience (mandatory).
• At least 2 years of experience in operations training.
• Bachelor’s degree in Education, Psychology, Business Administration or related field (desired).
• Relevant training or technical certifications (a plus).
• Strong written and spoken English (B2+).
• Flexible schedule and ability to work on‑site.

Required skills

What we offer

• Opportunity to shape agent performance in a fast‑paced environment.
• Collaborative work with Operations leaders and client teams.
• Professional development in training and sales methodologies.