Sr Soft Skills Trainer

As a V&A cum Soft Skills Trainer at Group Bayport in Ahmedabad, you will play a crucial role in enhancing the communication and interpersonal skills of our customer support teams. With 2-3 years of experience, you will be responsible for designing and delivering training programs focusing on voice modulation, pronunciation, grammar, soft skills, and customer service excellence to improve overall communication effectiveness. Your key responsibilities will include conducting Voice & Accent (V&A) training to enhance pronunciation, clarity, tone, and neutral accent among the customer support teams. You will also deliver soft skills training on various topics such as communication, active listening, empathy, rapport building, customer handling, conflict resolution, and professional etiquette. Assessing trainees" spoken English proficiency and providing customized coaching will be an essential part of your role to enhance their language and verbal communication skills. To ensure engaging and effective learning, you will develop interactive training materials, role-play exercises, and simulations. Conducting mock calls, live call audits, and feedback sessions will help evaluate trainees" progress and provide necessary interventions. Collaboration with Quality & Operations teams to identify skill gaps and tailor training programs accordingly will be vital. Utilizing various training methodologies such as e-learning, gamification, and workshops will enhance the learning experiences of the trainees. Monitoring and reporting on training effectiveness using assessments, feedback surveys, and performance improvement metrics will be part of your routine tasks. Staying updated with the latest trends in customer communication, soft skills training, and voice coaching is essential to provide high-quality training programs. To qualify for this role, you should hold a Bachelor's degree in Communications, English, Business, HR, or a related field. Additionally, having 2-3 years of experience in Voice & Accent training, Soft Skills training, or Customer Service training in a BPO, e-commerce, or service industry is required. Strong knowledge of phonetics, accent neutralization, intonation, and business communication is crucial. Excellent verbal and written communication skills along with the ability to coach and mentor diverse teams are essential for success in this role. Familiarity with call quality assessment techniques and customer interaction best practices is preferred. Proficiency in training tools, LMS platforms, e-learning development, and presentation software is desired. Certification in training or coaching such as Train-the-Trainer, NLP, Business Communication is considered a plus. Key competencies for this role include strong facilitation and presentation skills, empathy, and patience in coaching learners, analytical and problem-solving skills, ability to handle diverse teams and learning styles, as well as strong rapport-building and motivational skills.,