At thinkIN, we are the leading technology and commercial intelligence partner for the global hospitality sector. As part of HBX Group, our mission is to maximize hotel profitability and accelerate direct sales through cutting-edge technology, strategic advisory, and high-performance contact centre solutions.

We are looking for a highly driven, analytical, and commercially focused Sales Contact Centre Trainer to coach, and scale our high-performing sales team across the world.

Role Purpose

Your primary objective will be to accelerate the time-to-productivity curve of our sales teams and optimise their core operational hard skills, ensuring flawless execution of transactional standards and reservation conversion rates across all campaigns.

Key Responsibilities

1. Commercial Training & Technical Coaching (Hard Skills)

- Design and deliver structured initial and ongoing training programmes focused on boosting Conversion Rate (CR) and Average Order Value (AOV / Average Ticket), while actively reducing the call drop rate.
- Coach agents on operational software tools: Central Reservation Systems (CRS), Property Management Systems (PMS), hospitality CRMs, telephony platforms, and complex sales scripts.
- Develop targeted micro-learning modules ("training pills") focused on cross-selling, premium upselling, and advanced commercial objection handling.

2. Didactic Content Creation, Optimisation & Updating

- Craft operational manuals, sales playbooks, and training materials leveraging cutting-edge Artificial Intelligence tools (e.g., NotebookLM).
- Maintain and update corporate learning management platforms (Google Classroom) and ensure up-to-date documentation for partner hotel chains.

3.



Strategic Planning & People Analytics

- Analyse training metrics and operational performance KPIs using Looker Studio to identify performance deviations in commercial campaigns.
- Coordinate monthly training schedules with Department Leadership, managing shift structures via Peopleware and Google Calendar.

4. Quality Assurance & Operational Alignment

- Track and evaluate daily progress during the onboarding phase (first 90 days) to mitigate early employee turnover.
- Conduct weekly strategic alignment meetings with Quality Assurance (QA), Team Leaders, and Operations Management to reconcile service metrics (FCR, NPS, AHT) with commercial productivity.
- Provide first-level technical and operational support via Google Chat, promptly escalating technical incidents to the IT department.

Profile Requirements

Mandatory Requirements

- Proven Experience: Minimum 2 to 3 years in commercial training, coaching, or instructional design within a Contact Centre environment (preferably within Hospitality, Travel Agencies, or Hotel Reservations).
- Sales Track Record: Solid background in telephone sales with a strong focus on achieving target KPIs.
- Language Proficiency: C1/C2 level of English (British English). Fluency in a second foreign language will be highly valued.

Technical Mastery:





- Analytics & Reporting: Looker Studio.
- Shift & Workforce Planning: Peopleware or equivalent ERPs.
- Workplace Tools: Google Workspace, Google Classroom, and video conferencing platforms.
- AI Applications: Practical experience applying AI tools (e.g., NotebookLM) to content creation.
- Pedagogical Competence: Strong adult learning methodology (andragogy) and the ability to structure commercial training under high-pressure, target-driven environments.
- Education: Higher Vocational Qualification (Formación Profesional de Grado Superior) or University Degree. A Master’s degree or advanced training in Sales /Coaching is a plus.

Desirable Competencies

- Rigorous analytical thinking and advanced interpretation of operational/commercial KPIs.
- Expertise in real-time commercial objection resolution.
- Outstanding organizational, planning, and time-management skills.

What We Offer

- Contract: Permanent Contract (Contrato Indefinido).
- Working Hours: Full-Time (Jornada Completa).
- Annual Leave: 32 calendar days per year (in accordance with the Sectorial Collective Bargaining Agreement).
- Benefits: Adaptable Remuneration Package (Retribución Flexible).
- Professional Growth: Join a high-performance environment where initiative is valued and where your training outcomes directly translate into real-world business results.

Ready to take our sales team to the next level? Apply to Thinkin today and let's grow together!

Sueldo: 19.000,00€-24.000,00€ al año

Experiencia:

- Ventas directas: 2 años (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Ubicación del trabajo: Empleo presencial

📌 CONTACT CENTER TRAINER (España)
🏢 Thinkin Global Service
📍 España