Job Description
Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in the telecommunications industry. With more than 20 years of experience, the company specializes in workflow and knowledge processes, technical support, helpdesk services, and multilingual support solutions. Anovia serves Fortune 500 and Fortune 1000 organizations globally through a team of over 200 professionals.
The Senior Soft Skills Trainer & Coach role requires a passionate learning and development professional with extensive experience in delivering impactful soft skills and communication training programs. The ideal candidate should possess exceptional communication, facilitation, coaching, and stakeholder management skills while driving measurable improvements in employee performance and customer experience.
The selected candidate will design, develop, and deliver engaging soft skills and communication training programs for both new hires and existing employees. Responsibilities include facilitating training sessions on active listening, email etiquette, call etiquette, empathy, conflict resolution, customer handling, professional communication, and workplace effectiveness.
The role involves conducting training needs analysis through call monitoring, email reviews, surveys, performance metrics, and stakeholder feedback. The candidate will provide individual and group coaching sessions aimed at behavioral transformation and performance enhancement. Responsibilities also include creating and maintaining training content such as presentations, assessments, participant guides, role plays, simulations, and case studies.
The trainer will conduct refresher training and remedial programs for employees requiring additional development. The role requires measuring training effectiveness through assessments, quality scores, customer satisfaction metrics, and business KPIs. Collaboration with Operations and Quality teams is essential to ensure training initiatives remain aligned with business goals and client expectations.
Additional responsibilities include conducting first-level communication assessments and interview evaluations for prospective hires, mentoring junior trainers, improving learning methodologies and frameworks, preparing training reports and performance dashboards, and providing actionable recommendations to stakeholders. The candidate should stay updated with emerging learning technologies, training trends, and industry best practices.
Candidates should possess a Bachelor's degree in any discipline. Degrees in Education, Communication, Psychology, Human Resources, or related fields are preferred. The role requires a minimum of 5 years of experience in soft skills, communication, customer service, or behavioral training along with at least 2 years of experience in a Senior Trainer, Lead Trainer, or equivalent role. Excellent verbal and written English communication skills, coaching expertise, curriculum development experience, knowledge of adult learning methodologies, LMS platforms, and training evaluation techniques are required. Certifications such as Train the Trainer, Coaching Certifications, or Learning & Development credentials are preferred.
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