Outbound Sales Coach- Team Lead Level

Ready to shape the future of work?

At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Management Trainee, Sales Coach

In this role, you will be responsible in facilitating new hire training including upskilling. The task also involves ability to conduct root cause analysis, and quality data gathering which includes reports and client facing activities. This requires logical thinking and problem-solving skills with common sense to approach quality trending and tracking for both calls and correspondence as well.  Other responsibilities include participating in and creating projects and reports as needed, both ad hoc and otherwise.

Responsibilities

• Analyze evaluated calls and e-mails and identify gaps that impact KPIs.
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.
• Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available.
• Create training documentations/learning documents.
• Conduct PKT (Process Knowledge tests) per agreed schedule.
• Provide running reporting and presentations for the customer or for internal purposes.
• Monitor and Evaluate calls/e-mails using evaluation standards and forms mandated by client.
• Works closely with other members of the Training and Call Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader
• Development and implementation of Training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics.
• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance.

Qualifications we seek in you

Must Have:

• Sales Experience

Minimum qualifications

• Previous experience as a trainer/ junior supervisor would be an advantage.
• Experience in creating training documentation, Standard operating procedures and learning repository is an advantage.
• Ability to train, transfer knowledge.
• Excellent written and verbal communication skills.

• Comfortable presenting to group and providing coaching/feedback.

• Experience working in a call center or TCQ role.

• Ability to multi-task and manage time effectively.
• Knowledge of Voice and Non-Voice domains would be an added advantage.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
• Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
• Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.