Job Title

The Process Trainer (International BPO) will be responsible for the end-to-end training of sales associates. You will bridge the gap between product knowledge and sales execution, ensuring that every agent can effectively navigate international markets. Your goal is to move new hires from "classroom ready" to "sales ready," focusing on conversion techniques, rebuttals, and international communication standards.KEY RESPONSIBILITIES:1. Sales Training & Delivery- New Hire Training (NHT): Execute comprehensive training programs covering product knowledge, sales psychology, and international call etiquette. - Sales Techniques: Train agents on consultative selling, handling objections/rebuttals, and closing strategies for both Inbound and Outbound environments. - Communication Mastery: Deliver training on neutral accent, active listening, and rapport-building specifically for US/UK/AUS customers.2. Content & Strategy Development- Create and update Sales Scripts, SOPs, and "Frequently Asked Questions" (FAQs). - Develop scenario-based roleplays to simulate real-world sales challenges. - Design "Battlecards" to help agents compare your products against competitors.3. Nesting & Floor Support- Side-by-Side Coaching: Sit with agents during their first live calls to provide real-time feedback. - Performance Monitoring: Track and analyze key sales metrics during the nesting period (Conversion %, AHT, Lead Quality). - Bridge the Gap: Identify low-performing agents early and implement "Bottom Quartile Management" (BQM) plans.4. Stakeholder & Quality Alignment- Participate in Calibration Sessions with Quality Analysts to ensure sales pitches remain compliant and high-quality. - Provide data-driven reports to Operations Managers regarding batch readiness and potential roadblocks.PREFERRED QUALIFICATIONS & REQUIRED SKILLS:- Experience: 4–6 years as a Process Trainer in an International BPO (Mandatory). - Sales Expertise: Proven track record in training for Outbound Cold Calling or Inbound Sales (Upselling/Cross-selling). - Metrics Driven: Deep understanding of BPO metrics like AHT (Average Handle Time), FCR (First Call Resolution), CSAT, and Conversion Rates. - Technical Proficiency: Skilled in MS Office (PowerPoint/Excel) and familiarity with CRM tools (Salesforce, Zoho,etc) & Dialers - Soft Skills: High energy, persuasive communication, and the ability to motivate a sales batch.PERKS OF JOINING:The Culture: most companies talk about their values, we live them.- Supportive Culture: We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth. - Work-Life Balance: We support and encourage our employees to create a healthy balance between personal and professional life. - Rewards and Recognitions: Competitive compensation, Incentives, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA. - Innovative Work: Contribute to cutting-edge solutions for e-commerce and SaaS businesses.The Work: stability of a market leader with the hunger for innovation and growth of a start-up- Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions. - Growth Opportunities: Learn and grow from market veterans, take advantage of a fast-paced, collaborative environment, and enjoy the ability to move up the ladder when you earn it. - Competitive Benefits: Access comprehensive insurance for health (incl. parents), life and personal accident.ABOUT SILVERMINE GROUP:Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming.Website: Silvermine Group Products:eform2290 and emcs150