Soft Skills Trainer – CRT

Description -

Job Description: Soft Skills Trainer - CRT

Location: Bangalore, India

Level: Intermediate

Function: Training Centre of Excellence (Training COE)

Program: Customer Resolution Training (CRT)

Role Overview

We are seeking a passionate and learner-focused Soft Skills Trainer to support the Customer Resolution Training (CRT) program, with a focus on strengthening customer-facing communication, service excellence, and effective resolution skills among customer support agents.

The ideal candidate will have experience delivering soft skills training in a customer service or contact centre environment and be confident in facilitating interactive learning sessions, conducting role-plays, providing individual coaching, and translating customer experience expectations into observable agent behaviours.

This is a hands-on training role that requires strong facilitation skills, a customer-first mindset, and the ability to collaborate with Training, Quality, and Operations teams to improve agent confidence, communication effectiveness, and customer resolution outcomes.

Key Responsibilities

1. CRT Soft Skills Training & Facilitation

• Deliver structured soft skills training interventions aligned with CRT program objectives and customer experience expectations.
• Facilitate interactive sessions on:
  • Customer-centric communication and active listening.
  • Empathy, rapport building, and acknowledging customer concerns.
  • Ownership, accountability, and end-to-end resolution.
  • Probing, questioning, and identifying customer needs.
  • Managing difficult conversations, objections, and escalations.
  • De-escalation techniques and emotional intelligence.
  • Clear explanations, expectation setting, and professional communication.
  • Positive language, call control, and effective closing.
• Use role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning.
• Adapt facilitation methods to suit different learner profiles, experience levels, and capability gaps.
• Reinforce the application of soft skills during customer interactions, rather than focusing solely on theoretical concepts.

2. Agent Coaching & Performance Improvement

• Conduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps.
• Review customer interaction examples to identify behavioural opportunities and recommend targeted interventions.
• Provide actionable feedback on communication, empathy, listening, ownership, and resolution behaviours.
• Conduct mock calls, practice conversations, and behavioural assessments to evaluate agent readiness.
• Track coaching actions and conduct follow-up validations to ensure feedback is translated into improved performance.
• Support agents who require additional intervention through structured improvement plans and targeted practice.

3. CRT Program Execution

• Support the implementation and ongoing delivery of CRT learning interventions across relevant agent groups.
• Partner with the CRT program team to understand learning objectives, customer pain points, performance trends, and priority capability gaps.
• Prepare session plans, facilitator guides, participant activities, practice scenarios, and assessment materials.
• Maintain training attendance, assessment results, coaching records, and program progress reports.
• Ensure consistent delivery of approved content and alignment with CRT standards.
• Incorporate feedback and emerging customer interaction trends into future training interventions.

4. Quality & Business Collaboration

• Partner with Quality and Operations teams to identify recurring communication and customer experience gaps.
• Participate in call calibrations and feedback discussions to understand performance expectations and align coaching approaches.
• Analyse available quality insights, customer feedback, repeat contacts, and escalation trends to identify relevant learning needs.
• Support pre- and post-training assessments to evaluate skill development and learning transfer.
• Recommend targeted refreshers or coaching interventions based on observed performance gaps.
• Contribute to continuous improvement initiatives aimed at improving customer experience and resolution effectiveness.

5. Learning Effectiveness & Reporting

• Measure learning effectiveness through assessments, mock-call evaluations, facilitator observations, and post-training feedback.
• Maintain accurate records of training delivery, learner progress, and follow-up coaching.
• Prepare regular updates on training completion, learner performance, key behavioural gaps, and improvement opportunities.
• Share insights and recommendations with the CRT program, Quality, and Operations stakeholders.
• Demonstrate the impact of training through observable improvements in agent communication and customer interaction quality.

Qualifications & Experience

• Bachelor’s degree in any discipline; relevant training certifications are an advantage.
• Typically 3-6 years of experience in soft skills training, customer service training, communication coaching, or learning and development.
• Experience in a customer support, BPO, contact centre, or customer experience environment is preferred.
• Demonstrated ability to facilitate soft skills sessions and coach customer-facing employees.
• Experience with call listening, mock-call assessments, Quality feedback, or behavioural coaching is desirable.
• Strong verbal and written communication skills, with the ability to influence and engage diverse audiences.
• Proficiency in PowerPoint, Excel, and standard virtual training tools.
• Ability to manage multiple training activities, maintain documentation, and collaborate effectively with cross-functional teams.

Core Competencies

• Facilitation excellence: Creates engaging, interactive, learner-centred sessions.
• Customer empathy: Demonstrates a strong understanding of customer emotions, expectations, and service recovery.
• Coaching effectiveness: Provides specific, constructive, behaviour-based feedback.
• Communication: Communicates with clarity, confidence, and professionalism.
• Adaptability: Adjusts delivery based on learner needs and performance gaps.
• Analytical thinking: Uses call observations and Quality insights to identify capability needs.
• Collaboration: Works effectively with Training, Quality, and Operations teams.
• Execution discipline: Manages schedules, records, assessments, and follow-up actions consistently.

Success Measures

• Training delivery completion and adherence to the CRT learning plan.
• Improvement in soft skills assessment and mock-call scores.
• Observable improvement in empathy, active listening, probing, ownership, and expectation setting.
• Reduction in recurring behavioural gaps identified through call monitoring, where applicable.
• Completion and effectiveness of targeted coaching and refresher interventions.
• Positive stakeholder feedback and demonstrated application of learning on the job.

What We Are Looking For

We are looking for a practical, energetic, and learner-focused trainer who can connect with frontline agents, simplify behavioural concepts, and translate them into effective customer conversations.

The right candidate will combine strong facilitation and coaching skills with an understanding of contact centre realities. They should be comfortable working closely with Quality and Operations, using real customer scenarios to address capability gaps, and contributing to measurable improvements in the CRT program.

This is an intermediate-level opportunity for a trainer who is ready to take ownership of soft skills learning delivery and grow their impact through structured coaching, stakeholder collaboration, and continuous improvement.

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