Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Lead Communication Skills Trainer will be responsible for overseeing communication skills training, including delivery, floor support, and governance, driving customer experience improvement through data-driven Trainer leadership.
As Lead Communication Skills Trainer, You Will…
• 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.
• Facilitate new-hire training for at least 1–2 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.
• 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.
• 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 connections to review Trainer performance and floor impact.
• 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.
• Lead language proficiency assessments for new hires and internal movements.
• Ensure calibration and consistency in assessment standards across the Trainer team.
As Lead Communication Skills Trainer, You Need…
• A university degree is preferred but not required.
• A minimum of 1 year in a role with similar expectations of a Lead Communication Skills Trainer, or a minimum of 3 years as a full-time Language/Soft Skills/Communication Skills Trainer.
• Excellent Leadership skills.
• Excellent training delivery skills.
• Excellent verbal and communication skills in English are required (minimum C1 level proficiency).
• 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.
• Compliance with the organizational policies and standards.
• Flexible availability during periods of high business needs.
• Availability to work during weekends.
• Commitment to work at any site in Hyderabad.
