About the Job

The Lead Communication Skills Trainer will be responsible for overseeing communication skills training, including delivery, floor support, and governance, driving customer experience improvement through data-driven Trainer leadership.

As Lead Communication Skills Trainer, You Will…

Lead, onboard, and immerse a team of Communication Skills Trainers.

Plan trainer allocation, weekly task scheduling, rostering, attendance, and leave management based on projected training requirements.

Monitor and evaluate Trainers’ training sessions, coaching interventions, and floor support; provide timely, documented feedback.

Publish monthly performance snapshots of Trainers and conduct regular performance reviews with leadership.

Plan and execute engagement activities to drive team morale and ownership.

Facilitate recent-hire training for at least 1–2 new-hire batches per month to stay connected to ground-level challenges and best practices.

Provide support to prepare remedial and refresher training plans based on performance trends.





Ensure standardization of training delivery, evaluation, and coaching practices across Trainers.

Oversee live monitoring, interaction evaluations, and coaching across voice and digital channels.

Drive calibration and audits to ensure scoring accuracy and consistency.

Analyze DSAT, EWS, and CX trends from a language and soft skills perspective and proactively flag risks.

Curate and disseminate best practices, WOW chats, top-performer interactions, and suggested response repositories.

Act as the primary point of contact for stakeholders on communication skills initiatives.

Anticipate stakeholder needs, provide proactive insights, and present updates in weekly and monthly business reviews.

Set up stakeholder connections to review Trainer performance and floor impact.

Partner with Content Development to enhance training material based on floor insights and analysis.

Oversee development and rollout of job aids, worksheets, and m

📌 Lead Communication Skills Trainer (Hyderabad)
🏢 In Touch
📍 Hyderabad