TECHNICAL LEAD - Communication Skills

We are seeking a dynamic and experienced Soft Skills Trainer to enhance the communication, customer service, and professional skills of IT Service Desk professionals supporting global customers through voice-based support. The candidate will be responsible for developing and delivering training programs focused on customer experience, communication excellence, and service desk best practices.

• Deliver soft skills training programs for IT Service Desk and Technical Support teams.
• Conduct training on voice and accent neutralization, business communication, email etiquette, active listening, empathy, customer handling, and call control techniques.
• Coach engineers on handling challenging customer interactions, escalations, and conflict resolution.
• Improve customer service skills, call quality, and overall customer satisfaction (CSAT).
• Facilitate onboarding and refresher training programs for new and existing employees.
• Conduct call audits, identify improvement areas, and provide structured feedback and coaching.
• Design and update training materials, presentations, assessments, and learning content.
• Partner with Operations, Quality, and Team Leads to identify training needs and performance gaps.
• Track training effectiveness through assessments, quality scores, CSAT improvements, and performance metrics.
• Conduct workshops on professionalism, presentation skills, stakeholder management, and workplace etiquette.
• Support continuous improvement initiatives and knowledge-sharing programs.

• Excellent verbal and written English communication skills.
• Strong understanding of customer service principles and voice support operations.
• Expertise in voice & accent training, communication coaching, and soft skills development.
• Strong facilitation, presentation, and audience engagement skills.
• Ability to influence, mentor, and motivate support engineers.
• Experience conducting call evaluations and performance coaching.
• Strong interpersonal, analytical, and stakeholder management skills.
• Proficiency in Microsoft Office tools (PowerPoint, Excel, Word, Teams).

• 36+ years of experience as a Soft Skills Trainer, Communication Trainer, or Learning & Development Professional.
• Experience supporting IT Service Desk, Help Desk, Technical Support, or International Voice Process environments.
• Familiarity with ITIL concepts and IT Service Management environments.
• Experience training teams supporting global customers, particularly US, UK, ANZ, or EMEA regions.

• Customer-Centric Mindset
• Communication Excellence
• Coaching & Mentoring
• Presentation & Facilitation Skills
• Conflict Resolution
• Emotional Intelligence
• Stakeholder Management
• Performance Improvement Focus

Location: Bangalore / Hybrid (as applicable)
Experience: 36+ Years
Domain: IT Service Desk / Technical Support / International Voice Process