Job Description

Job Requirements
Job Title: Soft Skills Trainer
Industry: Banking / Financial Services
Job Summary:
We are looking for a dynamic Soft Skills Trainer to enhance the communication, behavioural, and customer service capabilities of our workforce. The ideal candidate will be responsible for conducting behavioural training, voice and accent coaching, written communication skills development, and customer service excellence tailored to the Banking sectors. The trainer should have expertise in customer interaction management, handling escalations, and ensuring a superior customer experience. Additionally, the trainer will play a key role in driving a positive workplace culture through engagement initiatives and team-building activities.
Key Responsibilities:
Training & Development
Conduct training programs on soft skills, business communication, customer service etiquette, and interpersonal skills.
Develop and deliver behavioural training modules to improve employee professionalism, adaptability, teamwork, and problem-solving.
Train employees on voice and accent modulation, neutralization, pronunciation, clarity, and fluency.
Provide written communication training, covering email etiquette, professional correspondence, and error-free documentation.
Design and execute training for handling difficult customers, objections, and escalations effectively.
Develop and facilitate role-plays, case studies, and real-time call coaching sessions.
Train employees on active listening, empathy, and rapport-building techniques to enhance customer interactions.
Identify and address skill gaps through continuous assessment and feedback.
Implement customer service training programs focused on enhancing customer satisfaction (CSAT), first call resolution (FCR), and net promoter score (NPS).
Ensure employees master service recovery techniques, handling complaints, and delivering a positive customer experience.
Promote cultural awareness and diversity training to create an inclusive work environment.
Driving Workplace Culture & Engagement
Foster a positive and customer-centric organizational culture through training and engagement initiatives.
Develop team-building exercises, motivational workshops, and employee engagement programs.
Encourage a collaborative work environment that aligns with company values and mission.
Conduct sessions on workplace ethics, professional conduct, and conflict resolution.
Work closely with leadership and HR teams to enhance employee morale and workplace satisfaction.
Lead initiatives to reinforce company culture through storytelling, recognition programs, and mentorship.
Program Management & Execution
Collaborate with stakeholders to identify training needs and customize programs accordingly.
Develop and maintain training materials, e-learning modules, and interactive resources.
Implement assessment methodologies to track learner progress and effectiveness.
Conduct sessions to upskill team leads.
Stay updated with industry best practices and incorporate them into training methodologies.
Work closely with Quality and Operations teams to align training with business objectives.
Performance Monitoring & Reporting
Monitor trainees' performance post-training and provide individual coaching as needed.
Conduct regular refresher sessions to reinforce learning and ensure retention.
Maintain training records, reports, and feedback to measure effectiveness and suggest improvements.
Provide insights on training ROI and impact on key performance metrics (CSAT, NPS, AHT, FCR, etc.).
Key Qualifications & Skills:
Bachelor's degree in communication, Business, HR, or related fields.
3-5 years of experience in soft skills training, voice and accent coaching, customer service training, or customer experience enhancement in the BPO/Banking sector.
Strong understanding of customer service principles, call centre metrics, and service excellence standards.
Excellent verbal and written communication skills with the ability to train employees at various levels.
Hands-on experience with role-playing exercises, call calibration, and coaching methodologies.
Proficiency in designing training manuals, interactive modules, and digital learning tools.
Ability to engage learners and adapt training styles to diverse audiences.
Strong organizational, analytical, and presentation skills.
Experience in driving workplace culture and employee engagement programs.

Skills Required