Specialist - Training, Customer Service Skills (Soft Skills)

As a Soft Skills Trainer with our organization, you will be responsible for delivering high-quality soft skills training programs to empower both employees and customers to excel in a global environment. Your role will focus on enhancing core soft skills essential for exceptional customer service delivery while promoting personal growth and professional development. Here is a breakdown of your key responsibilities: - Conducting New Hire Training on Soft Skills, including pre-process training with pre and post assessments - Providing ongoing support to new hires during the process training phase - Collaborating with operations by auditing calls, chats, and emails to ensure consistent alignment - Assisting recruitment teams in assessing candidates" communication skills during interviews - Conducting refresher training in English when required - Incorporating floor requirements into training curriculum to demonstrate innovation - Delivering engaging training sessions, workshops, and seminars on various soft skills topics - Assessing participants" needs, skill levels, and progress to provide constructive feedback - Offering one-on-one coaching to improve soft skills and customer-centricity - Tailoring training programs to meet specific requirements and collaborating with stakeholders - Cultivating a culture of customer-centricity and excellence in service delivery - Managing resources effectively to optimize training outcomes and utilization - Staying updated with industry trends and best practices in customer service delivery - Tracking and reporting improvements and performance metrics related to training projects - Conducting Training Needs Identification/Analysis to develop improvement plans based on audits Qualifications and Experience: - Graduation is required - Minimum 2.5 years of experience as a Soft Skills/Communication Trainer, preferably in an International Customer Service Process - Certification in training or related field is a plus - Strong understanding of key soft skills and customer-centricity principles - Excellent communication, presentation, and interpersonal skills - Ability to customize training programs for different audiences and learning styles - Strong organizational and time management skills - Proficiency in managing multiple projects independently or as part of a team - Experience in coaching agents effectively and delivering virtual training sessions - Proficiency in using Excel, Google Sheets, Docs, and PowerPoint for data management - Flexibility to adapt to changing priorities in a fast-paced environment This is a full-time position with day, morning, night, and rotational shifts. English and Hindi language proficiency is preferred. The work location is in person.,