Position: Sales Trainer – Contact Centre

Location: Bangalore, Chennai, Hyderabad, Indore,Delhi NCR, Guwahati/Asansol

Industry: Telecom / Contact Centre

Payroll: Mercury Solutions Ltd

CTC: Upto 4.8- 5 LPA

Role Overview

We are looking for Sales Trainers – Contact Centre who will be responsible for improving the performance and capability of Contact Centre BQ Advisors across key Sales and

Service KPIs.

The primary focus of this role will be to drive advisor productivity, sales effectiveness,

upselling and cross-selling, while strengthening service quality and overall customer interaction capabilities.

The trainers will be stationed at their respective locations and will visit Airtel Contact Centre locations, wherever required, based on business requirements.

Key Responsibilities

- Conduct regular training, coaching and on-the-job interventions for Contact Centre

BQ Advisors.
- Improve advisor performance across Sales and Service KPIs.
- Drive improvement in productivity, conversion and revenue-generating metrics.
- Build advisor capability in upselling and cross-selling of Airtel products and services.
- Identify individual and team-level performance gaps through KPI analysis and observations.
- Conduct targeted refreshers, huddles, role plays, simulations and skill-building sessions.
- Provide on-the-job coaching and real-time feedback to advisors.
- Support advisors in improving customer handling, objection handling and sales conversations.
- Work closely with Contact Centre leadership and business teams to identify performance gaps and implement corrective interventions.




- Track the effectiveness of training interventions through defined business metrics.
- Share regular reports on training coverage, coaching interventions, performance improvement and key observations.
- Ensure alignment with Airtel's sales and service processes, campaigns, product updates and business priorities.
- Visit designated Airtel locations as required by business needs.

Travel Requirement

- Will be required to travel to assigned Contact Centres within the respective state based on business requirements.
- Trainers will be stationed at their designated location but may be required to visit multiple Contact Centres within the assigned state for training, coaching, audits, and performance interventions.

Key Performance Areas

- Advisor Productivity
- Sales Conversion
- Upselling & Cross-selling
- Revenue / Sales Achievement
- Service KPI Improvement
- Customer Handling & Experience
- Quality & Process Adherence
- Training Effectiveness
- Coaching & Performance Improvement

Desired Candidate Profile

- 3-4 year’s Experience in Contact Centre / BPO training, sales training, service training or capability development.
- Robust understanding of Contact Centre Sales & Service processes.




- Proven experience in improving frontline/telecalling advisor performance.
- Strong knowledge of upselling, cross-selling, objection handling and sales conversion techniques.
- Excellent facilitation, communication and coaching skills.
- Ability to analyse performance data and translate insights into actionable training interventions.
- Comfortable working in a target-driven and fast-paced environment.
- Willingness to travel to Airtel locations as per business requirements.
- Candidates with experience in the telecom, BFSI, retail, e-commerce or other highvolume contact centre environments will be preferred.
- Local Language: Fluency in the local/regional language of the assigned state is mandatory, along with proficiency in English/Hindi as required for business communication.

Indicative Locations & Manpower

Location Required Trainers

Bangalore 2

Chennai 1

Hyderabad 1

Location Required Trainers

Indore / MPCG 2

Delhi NCR 2

Guwahati / Asansol 1

Core Competencies

- Contact Centre Training
- Sales & Service Capability
- Upselling & Cross-selling
- Productivity Improvement
- Performance Coaching
- Facilitation Skills
- Data-driven Performance Analysis
- Customer Experience
- Stakeholder Management
- Communication & Presentation Skills

Role Success Measure The success of the Sales Trainer will be measured primarily through measurable improvement in Contact Centre advisor productivity, sales conversion, upselling/crossselling performance and service KPIs, supported by effective coaching and training interventions.

📌 Sales Trainer (Delhi)
🏢 Mercury Solutions
📍 Delhi