TECHNICAL LEAD - Communication Skills

Role Overview
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.
Key Responsibilities
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.
Required Skills
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).
Preferred Experience
3?6+ 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.
Desired Competencies
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: 3?6+ Years
Domain: IT Service Desk / Technical Support / International Voice Process
Communication Skills

Work arrangement
Hybrid