Trainer – Customer Retention (Sales)

Job description

Position Description:

The Trainer for the Sales Customer Retention Team is responsible for developing, facilitating, and evaluating training programs that equip new hires and existing team members with the skills and knowledge required to effectively retain customers and drive sales. This role plays a critical part in onboarding, upskilling, and continuously improving agent performance in alignment with business goals. The Trainer works closely with Operations, Quality, and Workforce teams to ensure content relevance, training effectiveness, and alignment with client expectations and compliance standards.

Your future duties and responsibilities:

• Deliver engaging and effective training programs for new hires and existing staff in the Sales Customer Retention Team.
• Design and update training materials, modules, and assessments tailored to sales and retention processes, client-specific requirements, and compliance standards.
• Facilitate product knowledge, systems training, soft skills development, objection handling, and sales techniques.
• Coordinate with stakeholders to identify training needs, skill gaps, and opportunities for performance improvement.
• Monitor and evaluate training effectiveness through assessments, feedback, and performance tracking.
• Support nesting programs and provide floor support to ensure smooth transition from training to production.
• Maintain training records, attendance, and performance reports for audit and tracking purposes.
• Participate in calibration sessions and align training content with Quality and Operations insights.
• Provide recommendations for continuous improvement of training methodologies and learning tools.
• Stay updated on industry best practices, client updates, and organizational changes affecting the retention process

Required qualifications to be successful in this role:

• At least 2 years of training experience in a BPO or contact center environment, preferably in sales or customer retention programs.
• Experience in the telecommunications industry is an advantage.
• Strong presentation, facilitation, and public speaking skills.
• Solid understanding of adult learning principles and training methodologies.
• Proficient in MS Office applications (PowerPoint, Excel, Word) and e-learning platforms.
• Excellent communication, interpersonal, and coaching skills.
• Strong organizational and time management abilities.
• Ability to adapt training approaches to different learning styles and performance levels.

Willingness to work flexible hours or shifts as required.

Skills:

·  Customer Service & Support
·  English
·  Sales Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.