Soft Skills Trainer - Team Lead - Navi Mumbai

Job description

**Role**: We are looking for a dynamic and experienced Soft Skills Trainer to design and deliver engaging training programs that enhance employees interpersonal, communication, and professional effectiveness. The trainer will play a key role in improving workplace behavior, collaboration, and customer interaction skills. **Reports into:** Manager/GM of the Training department **Job Responsibilities**: - Conduct new hire training (NHT) and refresher training - Train agents on: - Customer handling skills - Active listening & empathy - Call control and probing skills - Objection handling & rapport building - Professional language & tone (regional neutrality if required) - Call etiquette, Emali etiquette & service excellence - Different feedback mechanisms, particularly the GROW model. - Training Needs Identification and Analysis, Root Cause Analysis, and Quartile Management. - Work with Call Center management staff to develop and facilitate motivational activities for Agents and Trainers - Assess training needs through discussions with stakeholders, feedback, and observations - Use interactive training methods including role plays, group activities, case studies, simulations, and assessments - Evaluate training effectiveness through feedback, assessments, and performance improvement indicators - Provide one-on-one coaching and group facilitation when required - Maintain training records, attendance, and training reports - Continuously update training materials based on business needs and industry best practices **Job Responsibilities**: - Work with the internal management staff to develop and facilitate motivational activities for the advisors. - If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates **Criteria**: - Bachelor's degree (Any) - 1-2 years of prior working experience as a soft skill trainer as a preprocess trainer, having conducted New Hire training on grammar, voice and email etiquette. - Certification in soft skills training, learning & development, or coaching is an advantage - Must have conducted call audits and have knowledge of different feedback mechanisms (Sandwich model, GROW model, etc.). - Must have strong knowledge of customer service, culture sensitization, first contact resolution, interpersonal skills, etc. **Criteria**: - Must be proficient with Microsoft Office Suite (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook). - Ability to multitask and successfully operate in a fast paced, team environment. **Shifts timings:** Should be ready to work in flexible shifts, Rotating Day and Night **Week Off:** 5 days working, 2 Days Fixed Week off **Transport:** NA