Role:

We are looking for a dynamic and experienced Soft Skills Trainer to design and deliver engaging training programs that enhance employees interpersonal, communication, and professional effectiveness. The trainer will play a key role in improving workplace behavior, collaboration, and customer interaction skills.

Reports into:

Manager/GM of the Training department

Job Responsibilities:

- Conduct new hire training (NHT) and refresher training
- Train agents on:
- Customer handling skills
- Active listening & empathy
- Call control and probing skills
- Objection handling & rapport building
- Professional language & tone (regional neutrality if required)
- Call etiquette, Emali etiquette & service excellence
- Different feedback mechanisms, particularly the GROW model.
- Training Needs Identification and Analysis, Root Cause Analysis, and Quartile Management.
- Work with Call Center management staff to develop and facilitate motivational activities for Agents and Trainers
- Assess training needs through discussions with stakeholders, feedback, and observations
- Use interactive training methods including role plays, group activities, case studies, simulations, and assessments
- Evaluate training effectiveness through feedback, assessments, and performance improvement indicators
- Provide one-on-one coaching and group facilitation when required
- Maintain training records, attendance, and training reports




- Continuously update training materials based on business needs and industry best practices

Job Responsibilities:

- Work with the internal management staff to develop and facilitate motivational activities for the advisors.
- If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates

Criteria:

- Bachelor's degree (Any)
- 1-2 years of prior working experience as a soft skill trainer as a preprocess trainer, having conducted New Hire training on grammar, voice and email etiquette.
- Certification in soft skills training, learning & development, or coaching is an advantage
- Must have conducted call audits and have knowledge of different feedback mechanisms (Sandwich model, GROW model, etc.).
- Must have strong knowledge of customer service, culture sensitization, first contact resolution, interpersonal skills, etc.

Criteria:

- Must be proficient with Microsoft Office Suite (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).
- Ability to multitask and successfully operate in a fast paced, team environment.

Shifts timings:

Should be ready to work in adaptable shifts, Rotating Day and Night

Week Off:

5 days working, 2 Days Fixed Week off

Transport:

NA

📌 Soft Skills Trainer - Team Lead - Navi Mumbai
🏢 Hexaware Technologies
📍 Navi Mumbai