Role Overview

We are seeking a dynamic and experienced Soft Skills Trainer to enhance the communication, customer service, and professional skills of IT Service Desk professionals supporting global customers through voice-based support. The candidate will be responsible for developing and delivering training programs focused on customer experience, communication excellence, and service desk best practices.

Key Responsibilities

- Deliver soft skills training programs for IT Service Desk and Technical Support teams.
- Conduct training on voice and accent neutralization, business communication, email etiquette, active listening, empathy, customer handling, and call control techniques.
- Coach engineers on handling challenging customer interactions, escalations, and conflict resolution.
- Improve customer service skills, call quality, and overall customer satisfaction (CSAT).
- Facilitate onboarding and refresher training programs for current and existing employees.
- Conduct call audits, identify improvement areas, and provide structured feedback and coaching.
- Design and update training materials, presentations, assessments, and learning content.
- Partner with Operations, Quality, and Team Leads to identify training needs and performance gaps.
- Track training effectiveness through assessments, quality scores, CSAT improvements, and performance metrics.
- Conduct workshops on professionalism, presentation skills, stakeholder management, and workplace etiquette.




- Support continuous improvement initiatives and knowledge-sharing programs.

Required Skills

- Excellent verbal and written English communication skills.
- Strong understanding of customer service principles and voice support operations.
- Expertise in voice & accent training, communication coaching, and soft skills development.
- Strong facilitation, presentation, and audience engagement skills.
- Ability to influence, mentor, and motivate support engineers.
- Experience conducting call evaluations and performance coaching.
- Strong interpersonal, analytical, and stakeholder management skills.
- Proficiency in Microsoft Office tools (PowerPoint, Excel, Word, Teams).

Preferred Experience

- 3?6+ years of experience as a Soft Skills Trainer, Communication Trainer, or Learning & Development Professional.
- Experience supporting IT Service Desk, Help Desk, Technical Support, or International Voice Process environments.
- Familiarity with ITIL concepts and IT Service Management environments.
- Experience training teams supporting global customers, particularly US, UK, ANZ, or EMEA regions.

Desired Competencies
- Customer-Centric Mindset
- Communication Excellence
- Coaching & Mentoring
- Presentation & Facilitation Skills
- Conflict Resolution
- Emotional Intelligence
- Stakeholder Management
- Performance Improvement Focus

Location: Bangalore / Hybrid (as applicable) Experience: 3?6+ Years

Domain: IT Service Desk / Technical Support / International Voice Process

Communication Skills

📌 TECHNICAL LEAD - Communication Skills (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru