Soft Skills Trainer - Call Center/Back Office Operations

Job Description:

Job Title: Soft Skills Trainer - Call Center/Back Office Operations

Job Overview:

We are seeking a dynamic and experienced Soft Skills Trainer to join our team and play a key role in enhancing the communication and interpersonal skills of our customer support representatives and back-office personnel. The ideal candidate will have a proven track record in delivering impactful soft skills training programs and creating a positive learning environment. If you are passionate about developing people and fostering a culture of excellence, we encourage you to apply.

Responsibilities:

Training Program Development and Delivery:

• Design, develop, and deliver engaging soft skills training programs tailored to the needs of call center and back-office teams.
• Conduct training sessions on effective communication, customer service, conflict resolution, time management, and other relevant soft skills.

Needs Assessment and Curriculum Design:

• Conduct needs assessments to identify areas for improvement in the soft skills of team members.
• Collaborate with stakeholders to design and customize training curricula that address identified needs.

Individual and Group Coaching:

• Provide one-on-one coaching to team members to address specific soft skills challenges.
• Facilitate group coaching sessions to encourage teamwork and collaboration.

Performance Evaluation:

• Assess the effectiveness of training programs through participant feedback, performance metrics, and ongoing observation.
• Implement improvements and adjustments to training content based on feedback and outcomes.

Collaboration with Management:

• Work closely with department managers to align soft skills training with organizational goals and objectives.
• Provide regular updates to management on the progress and impact of the training programs.

Documentation and Reporting:

• Maintain accurate records of training sessions, attendance, and participant feedback.
• Generate reports on the effectiveness of soft skills training initiatives for management review.

Qualifications:

• Bachelor's degree in Human Resources, Education, Communication, or a related field.
• Proven experience as a Soft Skills Trainer, preferably in a call center or back-office operations setting.
• Strong knowledge of effective communication, customer service, and interpersonal skills.
• Excellent presentation and facilitation skills.
• Ability to tailor training content to the unique needs of diverse teams.
• Familiarity with learning management systems and training evaluation methods.