TECHNICAL LEAD - Communication Skills

Happiest Minds Technologies; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru/Bangalore is seeking a seasoned Soft Skills Trainer to elevate voice-based support skills across IT Service Desk and Technical Support teams. You will design, deliver, and refine training programs focused on customer experience, communication excellence, and service desk best practices.

The ideal candidate has 36+ years of experience in soft skills training, strong English communication, and a proven ability to coach engineers for challenging interactions

Qualifications

• 36+ years of experience as Soft Skills Trainer, Communication Trainer, or Learning & DevelopmentProfessional.
• Experience supporting IT Service Desk, Help Desk, Technical Support, or International Voice Process environments.
• Excellent verbal and written English communication skills.
• Familiarity with ITIL concepts and IT Service Management environments.

Responsibilities

• Deliver soft skills training programs for IT Service Desk and Technical Support teams.
• Coach engineers on handling challenging customer interactions, escalations, and conflict resolution.
• Design and update training materials, presentations, assessments, and learning content.
• Track training effectiveness through assessments, quality scores, CSAT improvements, and performance metrics.
• Facilitate onboarding and refresher training programs for new and existing employees.
• Partner with Operations, Quality, and Team Leads to identify training needs and performance gaps.

Skills

Soft skills training

Voice & accent training

Customer service

Presentation skills

Coaching & mentoring

Call center / support ops

Training program design

Tools

PowerPoint

Excel

Teams

Job description

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

• 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.

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: 36+ Years
Domain: IT Service Desk / Technical Support / International Voice Process