Communication & Soft Skills Trainer (US Contact Center Experience)

Job Description

Job Summary: We are seeking a dynamic and experienced Communication & Soft Skills Trainer with a strong background in US contact center operations . The ideal candidate will be responsible for enhancing the communication capabilities and soft skills of our customer service and support teams, ensuring they meet the standards required for handling US-based clients. Key Responsibilities: Design, develop, and deliver training modules focused on: Verbal and written communication Accent neutralization Active listening and empathy Conflict resolution and customer handling Professional behavior and workplace etiquette Conduct onboarding training for new hires in US voice processes. Provide refresher sessions and ongoing coaching for existing employees. Monitor and assess trainee performance through mock calls, role-plays, assessments, and feedback sessions . Collaborate with operations and QA teams to identify performance gaps and design customized training solutions. Ensure training effectiveness by tracking post-training performance metrics. Stay updated with US cultural nuances, customer service trends, and call center best practices . Maintain training records, prepare reports, and present progress to stakeholders. Key Requirements: Minimum 8 -12 years of training experience in a US-based contact center environment . Proven expertise in communication, customer service, and behavioral training . Excellent command over spoken and written English . Strong facilitation, coaching, and presentation skills. Knowledge of call center KPIs, QA parameters, and soft skills benchmarks . Ability to engage diverse audiences and adapt training styles accordingly. Proficient in MS Office and training tools (e.g., LMS platforms, virtual training tools). Preferred Qualifications: Bachelor's degree in Communications, English, Psychology, or related field. Certification in training, coaching, or instructional design is a plus. Experience in BPO/LPO/KPO with a strong focus on US processes . Work Schedule: Willingness to work in US time zones or overlapping shifts.