Training Facilitator

IntouchCX; Calgary; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Industry-leading medical, vision, and

Amazing career growth opportunities

Job summary

IntouchCX in Calgary is seeking a Training Facilitator to deliver training modules for our team members and run classes using creative teaching techniques.

The role requires a BS/BA in Education or Business Administration (or equivalent), 3+ years in contact center training, experience in coaching, and strong verbal and written communication; willingness to travel internationally is required.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience.
• Knowledge of adult learning principles and the ability to implement these principles into training curriculum.
• 3+ years in a contact center environment preferred.
• Experience in customer service training.
• Experience in coaching and mentoring.
• Knowledge of training methods and tools.
• Knowledge of call center systems, ACD/IVR and performance statistics.
• Strong verbal and written communication and presentation skills.
• Ability to build rapport with clients and team members at various levels.
• Willingness to travel internationally.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develop and utilize a variety of creative teaching techniques.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress and effectiveness.

Skills

Adult learning principles

Customer service training

Coaching and mentoring

Verbal and written communication

Analytical thinking

Multitasking

Change and innovation

Travel ability

Education

BS/BA in Education or Business Administration

Tools

MS Office (Word, Excel, PowerPoint)

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.

As Training Facilitator, You Will…

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develops and administers knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Stay informed of current client products and services
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development
• Manage new Trainers and Training Facilitators
• International Travel is Required

As Training Facilitator, You Have…

• BS/BA in Education or Business Administration or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ years previous contact center experience preferred
• Experience in customer service training
• Experience in coaching and mentoring
• Knowledge of existing and emerging training methods and tools
• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication skills, including presentation skills
• Strong analytical and problem solving skills
• Ability to build rapport with clients and interact with team members at various position levels
• Ability to multitask effectively and work in a fast paced environment
• Ability to develop employees through positive motivation
• Ability to adapt to change and innovation
• Ability to potentially travel
• Skills in MS Office programs (Word, Excel and PowerPoint)
• Valid travel documents for international travel

Benefits of Working as a Training Facilitator…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.