Lead Communication Skills Trainer
- IntouchCX
- 3 - 6 years
- Hyderabad
- 12 hours ago
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Job Description
Responsibilities
- Team Leadership & Planning
- Lead, onboard, and immerse a team of Communication Skills Trainers.
- Plan trainer allocation, weekly task scheduling, rostering, attendance, and leave management based on projected training requirements.
- Monitor and evaluate Trainers training sessions, coaching interventions, and floor support; provide timely, documented feedback.
- Publish monthly performance snapshots of Trainers and conduct regular performance reviews with leadership.
- Plan and execute engagement activities to drive team morale and ownership.
- Training Delivery & Governance
- Facilitate new hire training for at least 12 new hire batches per month to stay connected to ground-level challenges and best practices.
- Provide support to prepare remedial and refresher training plans based on performance trends.
- Ensure standardization of training delivery, evaluation, and coaching practices across Trainers.
- Quality, Customer Experience (CX) & Coaching Oversight
- Oversee live monitoring, interaction evaluations, and coaching across voice and digital channels.
- Drive calibration and audits to ensure scoring accuracy and consistency.
- Analyze DSAT, EWS, and CX trends from a language and soft skills perspective and proactively flag risks.
- Curate and disseminate best practices, WOW chats, top-performer interactions, and suggested response repositories.
- Stakeholder Management
- Act as the primary point of contact for stakeholders on communication skills initiatives.
- Anticipate stakeholder needs, provide proactive insights, and present updates in weekly and monthly business reviews.
- Set up stakeholder connects to review Trainer performance and floor impact.
- Content, Reporting & Compliance
- Partner with Content Development to enhance training material based on floor insights and analysis.
- Oversee development and rollout of job aids, worksheets, and monthly knowledge checks.
- Consolidated weekly and monthly MIS covering efforts, outcomes, and impact.
- Ensure all evaluations, feedback, and documentation are accurate, compliant, and audit-ready.
- Talent Assessment
- Lead language proficiency assessments for new hires and internal movements.
- Ensure calibration and consistency in assessment standards across the Trainer team.
Skills & Strengths
- Excellent Leadership skills
- Excellent facilitation skills
- Strong verbal and spoken proficiency in English (At least C1 on Harver)
- Ability to handle a team of 5+ trainers (New & Seasoned)
- Ability to handle a class of 20 to 50 Trainees
- Intermediate to Advanced level proficiency in Google Suite and Windows Operating System
- Typing speed of 35 WPM with a minimum of 95% accuracy
- A positive work ethic and commitment to the tasks assigned
- Adaptability to trends within the organization
- Compliancy to the organizational policies and standards
- Flexible availability during business exigencies
Eligibility Criteria
- Minimum 1 Year in a role with similar expectations of a Lead Communication Skills Trainer, OR Minimum 3 years as a full-time Language/Soft Skills/Communication Skills Trainer
- Graduation & Above Preferred but not required
- Available to work in weekends
- Commitment to work in any site in Hyderabad
Interested candidates can apply or share their profiles via direct message.
an*************1@in******x.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: FreshersContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: Lead Communication Skills Trainer Quality Audit Soft Skills Trainer Management Language Trainer Soft Skills Training
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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