Specialist-Training ,Customer Service Skills.

Job Description

Overview: We are looking for an experienced candidate to work with us as a Soft Skills Trainer. The ideal candidate should have a proven track record of delivering high-quality soft skills training programs and ensuring quality in customer service delivery in a fast paced and a continuous improvement environment. The span of support would expand beyond India. The candidate should be a self-starter, be able to work independently with minimal supervision, is adaptive to changes, has a zeal to learn and has excellent communication and interpersonal skills. Role and Key Responsibilities: New Hire Training on Soft Skills - Pre Process Training followed with pre and post assessments New Hire Support on Soft Skills during the Process Training Consistent alignment with operations by auditing calls, chats & emails Support Recruitment Teams to assess the quality of candidates with respect to their communication skills during the interview process Understanding needs, conducting refresher training in English - as per requirement Demonstrating innovation in training by incorporating the floor requirement into the curriculum Conduct engaging and interactive training sessions, workshops, and seminars on various soft skills topics Assess participants' needs, skill levels, and progress, and provide constructive feedback for improvement Provide one-on-one coaching and support, focusing on improving soft skills and customer-centricity Collaborate with stakeholders to understand training requirements and tailor programs accordingly Foster a culture of customer-centricity and excellence in customer service Manage resources effectively to ensure optimal training outcomes and resource utilization Develop and maintain delivery expertise in customer services, staying updated with industry trends and best practices Track and report improvements and trainee / project related performance. Should have experience and comfort in working on excel/google sheets / docs / ppt etc. and knows RCA Conduct TNI/TNA to identify training needs through audits of calls, emails, and chats, and develop improvement plans accordingly Key skills & knowledge: Qualification - Graduate Proven experience of at least 3 yrs as a Soft Skills/Communication Trainer, preferably in an International Customer Service Process Strong understanding of key soft skills and the ability to teach them effectively. Strong understanding of customer-centricity and service excellence principles. Excellent communication, presentation, and interpersonal skills. Ability to tailor training programs using different tools to different audiences and learning styles. Strong organizational and time management skills. Ability to work independently and manage multiple projects simultaneously and to work as part of a team Ability to manage and coach agents effectively. Ability to develop and deliver virtual training sessions for teams. Strong attention to detail and organization skills. A quick learner with a zeal to learn and enhance knowledge Demonstrated ability to collaborate with stakeholders and manage training programs effectively. Certification in training or a related field is a plus. Familiarity with working on excel/doc/ppt/google sheets/google docs and similar applications with an understanding of data maintenance and management for the function Flexibility to adapt to changing priorities and requirements in a fast-paced environment.