Communications Skills Coach

Vxi Family; India; On-site; INR 500,000 - 800,000; Full time

Job summary

Vxi Family in India is looking for a skilled trainer to deliver communication and soft skills training for customer support agents. The role requires knowledge of U.S. culture and the ability to coach agents effectively, including conducting mock calls and providing feedback.

The ideal candidate should have a Bachelor's degree relevant to the field and 2-5 years of experience in BPO or contact center environments. Flexible shifts aligned with U.S. time zones are part of the job.

Qualifications

• 2-5 years of experience as a communication/soft skills trainer in a BPO/contact center.
• Excellent command of spoken and written English.
• Strong understanding of U.S. culture and communication expectations.

Responsibilities

• Deliver training on spoken English and soft skills tailored to customer support.
• Coach agents on U.S. cultural awareness and customer communication styles.
• Conduct mock calls and scenario-based training for real-world interactions.

Skills

Communication skills

Coaching skills

Cultural awareness

Accent neutralization

Customer profiling techniques

Presentation skills

Education

Bachelor's degree in communications or related field

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities

• Deliver training on spoken English, conversational fluency, and soft skills tailored to customer support environments
• Coach agents on U.S. cultural awareness, including:
  • Customer expectations and communication styles
  • Regional nuances and tone preferences
  • Awareness of U.S. holidays and seasonal events (e.g., Thanksgiving, Black Friday, etc.)
  • Common lifestyle habits, weather-related conversations, and small talk
• Train in customer profiling techniques to adapt communication style based on customer type and situation
• Improve agent capability in using idioms, phrasal verbs, and natural expressions commonly used by U.S. customers
• Conduct accent neutralization and voice & accent (V&A) training where required
• Run onboarding, refresher, and continuous learning sessions for agents across business lines
• Partner with QA and Operations to identify communication gaps impacting CSAT, NPS, and FCR
• Analyze call audits and provide targeted coaching to improve Transactional QA scores
• Support bottom quartile (Q4) agent improvement programs with customized training plans
• Deliver mock calls, role plays, and scenario-based training for real-world customer interactions
• Track training effectiveness and provide reports on behavioral and performance improvements
• Experience working with diverse teams in a fast-paced environment

Education & Experience

• Bachelor's degree in communications, English, Training & Development, or related field
• 2-5 years of experience as a communication/soft skills trainer in a BPO/contact center (US process preferred)
• Excellent command of spoken and written English (neutral or Americanized accent preferred)
• Strong understanding of U.S. culture, customer behavior, and communication expectations
• Expertise in voice & accent training, grammar, and pronunciation coaching
• Familiarity with customer experience metrics (CSAT, NPS, FCR, QA)Strong facilitation, presentation, and coaching skills
• Ability to provide constructive feedback and drive behavioral changes
• Fast-paced contact center/BPO environment supporting U.S. customers
• Collaboration with Operations, QA, Training, and Leadership teams
• Flexible shifts aligned with U.S. time zones

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!