ABC Worldwide

Job description

Job Title: Soft Skills Trainer - Customer Service (Telecom Process)

Location: Bangalore, India

Department: Skill Development

Reports to: Training Manager

Salary max 6 Lakhs / year

Job Summary

The Soft Skills Trainer is responsible for enhancing the customer service skills of employees who manage queries related to Telecom. This role focuses on developing effective communication, empathy, and problem-solving abilities in a BPO environment, ensuring high levels of customer satisfaction and compliance with industry standards.

Key Responsibilities

Training Delivery

Conduct soft skills training sessions tailored to Telecom customer service, focusing on effective communication, active listening, empathy, and customer engagement.

Develop training modules specific to Telecom processes, including handling sensitive customer information with professionalism

Curriculum Design and Development

Design and update training materials, role-play scenarios, and case studies to align with customer service standards specific to the Telecom sector.

Collaborate with the Quality and Operations teams to incorporate feedback into training content, ensuring continuous improvement.

Coaching and Mentoring

Provide one-on-one coaching and mentoring to employees, focusing on building confidence in handling customer interactions.

Conduct refresher sessions for existing employees to maintain and enhance their soft skills

Assessment and Feedback

Assess trainees' performance through observations, role-plays, and call simulations.

Provide constructive feedback and improvement plans for employees based on assessment results and operational requirements.

Stakeholder Engagement

Collaborate with team leaders and quality assurance personnel to identify training needs based on performance metrics.

Participate in client meetings as necessary to align training goals with client expectations and industry standards.

Reporting and Documentation

Document training outcomes, attendance, and performance improvements.

Prepare regular reports on training effectiveness, employee progress, and recommendations for future training.

Qualifications

Education: Bachelor’s degree in communication, Education, Psychology, or related field.

Experience: Minimum of 3 years as a Soft Skills Trainer in a BPO, preferably in the Telecom sector.

Skills:

Strong verbal and written communication skills.

Knowledge of customer service standards in the Telecom industry.

Proficiency in training methodologies, coaching, and assessment techniques.

Ability to create engaging and interactive training modules.

Competencies

Empathy and Patience: Ability to connect with employees and understand the unique needs of Telecom customer service.

Analytical Skills: Ability to evaluate employee performance and provide targeted feedback.

Adaptability: Comfortable in a fast-paced environment, with flexibility to adjust training methods as needed.

Team Player: Collaborates effectively with the training team, quality assurance, and client representatives.

Preferred Qualifications

Certification in training, soft skills, or customer service.

Experience in Telecom related customer service.

Familiarity with BPO industry standards and challenges in customer service.