Soft Skill Trainer

Strong soft skills expertise: Demonstrated expertise in areas such as effective communication, active listening, empathy, conflict resolution, and customer service excellence.
Customer service oriented: Should have prior knowledge of customer care processes and techniques. Proficient in MS Office Excel, Word and PowerPoint, etc
Training and facilitation skills: Proven ability to design and deliver engaging and interactive training sessions using a variety of methodologies. Experience with e-learning platforms and tools is a plus. Should be TTT certified on soft skills
Analytical and problem-solving skills: Ability to assess training needs, analyze performance data, and develop targeted training plans to address skill gaps
Excellent communication skills: Strong verbal and written communication skills (In English and Hindi or in English and Vernacular language), with the ability to convey complex concepts in a clear and concise manner

Job Description

QUALIFICATION / ELIGIBILITY CRITERIA: (Pre Requisite)

Previous experience: Minimum three years -
2 years of work experience in a voice / back office program. Should have worked in an International/premium contact background
Minimum 1 year of experience as a soft skills trainer in a voice /non voice or back office program
Strong soft skills expertise: Demonstrated expertise in areas such as effective communication, active listening, empathy, conflict resolution, and customer service excellence.
Customer service oriented: Should have prior knowledge of customer care processes and techniques. Proficient in MS Office Excel, Word and PowerPoint, etc
Training and facilitation skills: Proven ability to design and deliver engaging and interactive training sessions using a variety of methodologies. Experience with e-learning platforms and tools is a plus. Should be TTT certified on soft skills
Analytical and problem-solving skills: Ability to assess training needs, analyze performance data, and develop targeted training plans to address skill gaps
Excellent communication skills: Strong verbal and written communication skills (In English and Hindi or in English and Vernacular language), with the ability to convey complex concepts in a clear and concise manner
Adaptability and flexibility: Willingness to adapt training approaches to meet the diverse learning styles and needs of contact center agents. Openness to feedback and a continuous improvement mindset
Organizational and time management skills: Ability to manage multiple training projects simultaneously, meet deadlines, and prioritize tasks effectively
Bachelor's degree: A bachelor's degree in a relevant field such as training and development, communications, or psychology is preferred
Certifications: Any relevant certifications in soft skills training, customer service, or contact center operations are advantageous

KEY ATTRIBUTES :

Design and develop training programs: Create comprehensive training programs that address various soft skills required in a contact center environment, including effective communication, active listening, empathy, conflict resolution, problem-solving, and customer service excellence
Conduct training sessions: Deliver engaging and interactive training sessions to contact center agents, both in classroom settings and through online platforms. Use a variety of training methodologies such as presentations, role-plays, simulations, and group activities to maximize learning outcomes
Assess training needs: Identify individual and team-level training needs by conducting assessments, analyzing performance metrics, and gathering feedback from supervisors and agents. Develop customized training plans to address specific skill gaps
Provide feedback and coaching: Regularly observe and evaluate agent performance, providing constructive feedback and coaching to help them improve their soft skills. Offer guidance on effective communication techniques, customer engagement, and problem resolution strategies
Develop training materials: Create and update training materials, including presentations, handouts, and multimedia resources. Ensure that training materials are current, relevant, and aligned with best practices in soft skills training
Stay updated with industry trends: Keep abreast of industry trends and developments related to customer service and soft skills training. Incorporate emerging best practices into training programs to ensure continuous improvement and relevance
Improve CSAT scores by improving the Soft skills of the consultants. Constantly gauge the efficacy of intervention on soft skills score movement and also on customer facing metrics like CSAT.
Collaborate with stakeholders: Work closely with contact center supervisors, quality assurance teams, and other stakeholders to understand training needs and align training initiatives with organizational goals. Provide regular progress reports and recommendations for improving agent performance
Monitor training effectiveness: Evaluate the effectiveness of training programs by conducting assessments, gathering feedback, and analyzing performance metrics. Make necessary adjustments to training content and delivery methods to enhance learning outcomes