Purpose of the role

We are looking for a hands-on Sales Skills Trainer and Performance Coach to improve call centre agent performance through live coaching, objection handling, call structure, roleplay, and daily performance discipline.

This is not a classroom training role. This is a floor-based coaching role focused on real-time behavioural change and measurable performance improvement.

Key responsibilities

• Coach agents daily on live and recorded calls
• Give immediate feedback on openings, engagement, objections, and call control
• Implement and enforce a consistent call structure
• Run daily roleplays focused on common objections such as “not interested”, “busy”, and “already covered”
• Support team leaders with coaching consistency and QA interpretation
• Track performance trends, behavioural gaps, and improvement areas
• Escalate poor conduct, low engagement, and non-compliance where required