Soft Skills Trainer

💼 Experience: 3–7 years

🏭 Industry: BPO / KPO / Contact Center

We are looking for an experienced Soft Skills Trainer with strong exposure to the BPO/Contact Center environment. The role involves training customer-facing teams to enhance communication, customer handling, professional etiquette, and overall service quality.

Key Responsibilities:

• Deliver soft skills training for BPO agents, team leaders, and supervisors
• Conduct training on communication skills, customer handling, email & chat etiquette
• Train on accent neutralization, voice & tone modulation
• Handle sessions on behavioral skills, professionalism, and workplace ethics
• Design and update training content, modules, and assessments
• Conduct refresher training and coaching based on performance gaps
• Collaborate with QA and Operations teams to improve CSAT and productivity
• Track training effectiveness and share feedback reports

Required Skills & Competencies:

• Excellent verbal and written communication skills
• Strong presentation and facilitation abilities
• Good understanding of BPO metrics (AHT, CSAT, FCR, QA scores)
• Ability to handle classroom, virtual, and on-floor coaching sessions
• Confident, empathetic, and engaging training style

Qualifications:

• Graduate in any discipline (preferred: English, Communication, Psychology, or HR)
• Certification in soft skills / voice & accent training is an added advantage

Preferred Experience:

• Prior experience as a Soft Skills / Communication Trainer in a BPO or Contact Center
• Exposure to domestic and international processes