BPO Process and Comm Training Specialist

"Trainer - About NTT DATA:

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Virtual paid training
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Work Schedule & Benefits:

• Shift Timing: US–Canada Shift (Night Shift – aligned to North American time zones)
• Working Hours: 10 hours per shift (including breaks as per company policy)
• Work Mode: 100% Work from Office
• Transportation: Company-provided pick-up and drop facility (for night shifts)

Role Summary: 

The Sales Coach is responsible for driving sales performance improvement through structured coaching, training support, and continuous development of agents and is accountable for enabling the team to meet and exceed assigned sales targets through effective coaching and performance management. This role focuses on enhancing conversion rates, ensuring compliance, and enabling agents to deliver an exceptional customer experience while achieving business targets.

Key Responsibilities:

Coaching & Performance Development
• Provide ongoing coaching to agents on sales techniques, methodologies, objection handling, and closing strategies
• Conduct side-by-side coaching, call listening (live and recorded), and structured feedback sessions
• Identify individual and team skill gaps and implement targeted development plans
• Track daily, weekly, and monthly performance against key sales metrics

Training & Nesting Support
• Support new hires during training and post-training nesting phases
• Reinforce training concepts and ensure smooth transition to production
• Partner with trainers to align coaching interventions with training curriculum
• Provide real-time support to improve early-stage agent performance

Quality & Compliance Alignment
• Participate in QA calibrations and ensure coaching aligns with quality standards
• Promote ethical selling practices and adherence to compliance requirements
• Use quality insights to improve customer experience and sales effectiveness

Reporting & Insights
• Analyze performance data and generate actionable insights for improvement
• Maintain and track coaching effectiveness and agent progress
• Run reports and provide feedback to stakeholders on performance trends
• Ensure proactive communication with leadership to highlight risks and opportunities

Content & Capability Building
• Develop and maintain a call library for training and coaching purposes
• Create and deliver sales huddles, workshops, and engagement sessions
• Leverage best practices (buddy programs, knowledge sharing) to improve team capability
• Continuously update coaching strategies based on market and product changes

Stakeholder Collaboration
• Work closely with Operations, QA, and Training teams to drive consistent performance improvement
• Align coaching strategies with business goals and sales targets
• Maintain proactive communication to ensure alignment and avoid performance gaps

Required Skills
• Strong sales expertise with proven performance in a target-driven environment
• Demonstrated coaching and mentoring capability
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to influence, motivate, and drive behavioral change
• Proficiency in MS Office tools (Excel, Word, PowerPoint)

Eligibility
• Experience as a Sales Coach, Trainer, or high-performing Sales SME preferred
• Strong background in sales (BPO/telecom preferred)
5+ years of experience"