Soft Skills Trainer

Description -

Job Description: Customer Experience & Communication Coach

Location: Bangalore, India
Level: Intermediate
Function: Training Centre of Excellence (Training COE)
Role: Soft Skills Trainer

Role Overview

We are seeking a passionate, energetic, and learner-focused Soft Skills Trainer to strengthen customer-facing capabilities through effective learning interventions, behavioral coaching, and customer experience excellence.

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 workplace behaviors.

This is a hands-on training role that requires strong facilitation capabilities, a customer-first mindset, and the ability to collaborate with Training, Quality, and Operations teams to enhance employee confidence, communication effectiveness, and overall customer experience.

Key Responsibilities

1. Soft Skills Training & Facilitation

• Design and deliver structured soft skills training interventions aligned with organizational learning objectives and customer experience expectations.
• Facilitate engaging sessions on:
  • Customer-centric communication and active listening.
  • Empathy, rapport building, and acknowledging customer concerns.
  • Ownership, accountability, and end-to-end resolution.
  • Effective 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, conversation management, and effective closing.
  • Professionalism, collaboration, and workplace communication.
• Use role-plays, case studies, simulations, group activities, and real-world customer scenarios to reinforce learning.
• Adapt facilitation approaches to suit different learner profiles, experience levels, and capability gaps.
• Reinforce practical application of soft skills through experiential and activity-based learning.

2. Coaching & Performance Improvement

• Conduct individual and group coaching based on call observations, Quality feedback, assessment results, and identified skill gaps.
• Review customer interactions 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 employee readiness.
• Track coaching actions and conduct follow-up validations to ensure effective learning transfer.
• Support employees requiring additional intervention through structured improvement plans and targeted practice.

3. Training Program Development & Execution

• Support the design, development, and implementation of soft skills learning interventions across relevant employee groups.
• Develop session plans, facilitator guides, participant activities, practice scenarios, and assessment materials.
• Ensure consistent delivery of approved learning content and alignment with organizational standards.
• Identify opportunities to introduce innovative learning methodologies, including simulations, gamification, scenario-based learning, and virtual engagement.
• Incorporate learner feedback, business requirements, and emerging customer interaction trends into training interventions.
• Maintain training attendance, assessment results, coaching records, and program progress reports.

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 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 enhancing customer experience and service 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 Training, Quality, and Operations stakeholders.
• Demonstrate training impact through observable improvements in employee communication, behavioral competencies, and customer interaction quality.

Qualifications & Experience

• Bachelor's degree in any discipline; relevant training or facilitation 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, and learner-centred sessions.
• Customer Empathy: Understands 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.
• Learning Agility: Embraces innovative learning approaches and evolving customer experience expectations

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Success Measures

• Training delivery completion and adherence to the 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 behavioral 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 employees, simplify behavioral concepts, and translate them into effective customer conversations.

The right candidate will combine strong facilitation and coaching capabilities with an understanding of contact Centre realities. They should be comfortable working closely with Quality and Operations teams, using real-world scenarios to address capability gaps, and contributing to measurable improvements in customer experience.

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, innovative learning practices, and continuous improvement.

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Equal Opportunity Employer (EEO) - 

HP, 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).

Please 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.

For 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"