{"id":3407124,"url":"https://alion.io/job/hp-soft-skills-trainer-crt","title":"Soft Skills Trainer – CRT","company":{"id":2088298,"name":"HP","domain":"hewlett-packard.de","url":"https://alion.io/company/hewlett-packard-de","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":152,"ghost_share":0,"stale_share":0.901,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Education","role_family":"Education","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":826},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T16:35:15Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-03T04:15:58Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Soft Skills Trainer - CRTDescription -\nJob Description: Soft Skills Trainer - CRT\nLocation: Bangalore, India\nLevel: Intermediate\nFunction: Training Centre of Excellence (Training COE)\nProgram: Customer Resolution Training (CRT)\nRole Overview\nWe 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.\nThe 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.\nThis 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.\nKey Responsibilities\n1. CRT Soft Skills Training & Facilitation\nDeliver structured soft skills training interventions aligned with CRT program objectives and customer experience expectations.\nFacilitate interactive sessions on:Customer-centric communication and active listening.\nEmpathy, rapport building, and acknowledging customer concerns.\nOwnership, accountability, and end-to-end resolution.\nProbing, questioning, and identifying customer needs.\nManaging difficult conversations, objections, and escalations.\nDe-escalation techniques and emotional intelligence.\nClear explanations, expectation setting, and professional communication.\nPositive language, call control, and effective closing.\n\nUse role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning.\nAdapt facilitation methods to suit different learner profiles, experience levels, and capability gaps.\nReinforce the application of soft skills during customer interactions, rather than focusing solely on theoretical concepts.\n2. Agent Coaching & Performance Improvement\nConduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps.\nReview customer interaction examples to identify behavioural opportunities and recommend targeted interventions.\nProvide actionable feedback on communication, empathy, listening, ownership, and resolution behaviours.\nConduct mock calls, practice conversations, and behavioural assessments to evaluate agent readiness.\nTrack coaching actions and conduct follow-up validations to ensure feedback is translated into improved performance.\nSupport agents who require additional intervention through structured improvement plans and targeted practice.\n3. CRT Program Execution\nSupport the implementation and ongoing delivery of CRT learning interventions across relevant agent groups.\nPartner with the CRT program team to understand learning objectives, customer pain points, performance trends, and priority capability gaps.\nPrepare session plans, facilitator guides, participant activities, practice scenarios, and assessment materials.\nMaintain training attendance, assessment results, coaching records, and program progress reports.\nEnsure consistent delivery of approved content and alignment with CRT standards.\nIncorporate feedback and emerging customer interaction trends into future training interventions.\n4. Quality & Business Collaboration\nPartner with Quality and Operations teams to identify recurring communication and customer experience gaps.\nParticipate in call calibrations and feedback discussions to understand performance expectations and align coaching approaches.\nAnalyse available quality insights, customer feedback, repeat contacts, and escalation trends to identify relevant learning needs.\nSupport pre- and post-training assessments to evaluate skill development and learning transfer.\nRecommend targeted refreshers or coaching interventions based on observed performance gaps.\nContribute to continuous improvement initiatives aimed at improving customer experience and resolution effectiveness.\n5. Learning Effectiveness & Reporting\nMeasure learning effectiveness through assessments, mock-call evaluations, facilitator observations, and post-training feedback.\nMaintain accurate records of training delivery, learner progress, and follow-up coaching.\nPrepare regular updates on training completion, learner performance, key behavioural gaps, and improvement opportunities.\nShare insights and recommendations with the CRT program, Quality, and Operations stakeholders.\nDemonstrate the impact of training through observable improvements in agent communication and customer interaction quality.\nQualifications & Experience\nBachelor’s degree in any discipline; relevant training certifications are an advantage.\nTypically 3-6 years of experience in soft skills training, customer service training, communication coaching, or learning and development.\nExperience in a customer support, BPO, contact centre, or customer experience environment is preferred.\nDemonstrated ability to facilitate soft skills sessions and coach customer-facing employees.\nExperience with call listening, mock-call assessments, Quality feedback, or behavioural coaching is desirable.\nStrong verbal and written communication skills, with the ability to influence and engage diverse audiences.\nProficiency in PowerPoint, Excel, and standard virtual training tools.\nAbility to manage multiple training activities, maintain documentation, and collaborate effectively with cross-functional teams.\nCore Competencies\nFacilitation excellence: Creates engaging, interactive, learner-centred sessions.\nCustomer empathy: Demonstrates a strong understanding of customer emotions, expectations, and service recovery.\nCoaching effectiveness: Provides specific, constructive, behaviour-based feedback.\nCommunication: Communicates with clarity, confidence, and professionalism.\nAdaptability: Adjusts delivery based on learner needs and performance gaps.\nAnalytical thinking: Uses call observations and Quality insights to identify capability needs.\nCollaboration: Works effectively with Training, Quality, and Operations teams.\nExecution discipline: Manages schedules, records, assessments, and follow-up actions consistently.\nSuccess Measures\nTraining delivery completion and adherence to the CRT learning plan.\nImprovement in soft skills assessment and mock-call scores.\nObservable improvement in empathy, active listening, probing, ownership, and expectation setting.\nReduction in recurring behavioural gaps identified through call monitoring, where applicable.\nCompletion and effectiveness of targeted coaching and refresher interventions.\nPositive stakeholder feedback and demonstrated application of learning on the job.\nWhat We Are Looking For\nWe 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.\nThe 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.\nThis 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.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (India)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).\nPlease be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":8740,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Personal Development","Laptops","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-10-28T16:35:15Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":5,"expected_fill_days":19,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/hp-soft-skills-trainer-crt","json_url":"https://alion.io/job/hp-soft-skills-trainer-crt.json","meta":{"generated_at":"2026-11-03T06:59:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9778,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2088298},"rest":"https://alion.io/mcp/rest/get_company?id=2088298"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhp-soft-skills-trainer-crt"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhp-soft-skills-trainer-crt"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhp-soft-skills-trainer-crt"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hp-soft-skills-trainer-crt\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhp-soft-skills-trainer-crt"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3407124}},{"tool":"search_jobs","arguments":{"company":"hewlett-packard.de","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3407124},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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