MANAGER - Training (Outbound Call Centre)

Location: Gurugram, Haryana, India

Job Description

The Manager - Training will be responsible for designing, implementing, and managing end-to-end training programs for outbound call centre teams. The role focuses on improving conversion rates, agent productivity, quality scores, and overall sales performance through structured training, coaching, and performance analysis.

Roles & Responsibilities
- Design and deliver training programs for outbound sales, lead conversion, upselling, and objection handling
- Conduct new hire induction, product training, and process training for outbound teams
- Develop training modules, call scripts, role plays, SOPs, and assessment tools
- Coach agents and team leaders on sales techniques, communication skills, and customer handling
- Analyze call audits, performance metrics, and conversion data to identify training needs
- Work closely with Operations, QA, and Sales leadership to align training with business goals
- Conduct refresher for underperforming agents




- Track training effectiveness using KPIs such as conversion %, talk time, and quality scores
- Train and mentor Team Leaders / Assistant Trainers

Key Skills & Competencies
- Ensure compliance with company policies, scripts, and regulatory guidelines
- Robust expertise in outbound call centre sales training
- Excellent communication, presentation, and coaching skills
- Hands-on experience with call audits, quality frameworks, and CRM systems
- Ability to interpret data and convert insights into training action plans
- High energy, motivational leadership style
- Strong stakeholder management and cross-functional coordination

Experience

9 to 12 years

Function

Call Centre

Position Center

Manager Training

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website b

📌 MANAGER - Training (Outbound Call Centre) (Gurugram)
🏢 frankfinn
📍 Gurugram