Training Facilitator

IntouchCX; Winnipeg; On-site; CAD 50,000 - 68,000; Full time

Benefits offered by this job

Medical, vision, and dental benefits

Paid time off

Job summary

IntouchCX is seeking a Trainer to deliver training modules and run classes for our team members. The role supports development of new and existing staff, using creative teaching techniques and knowledge assessments.

Ideal candidates have 3+ years in contact center training, strong communication, and the ability to lead programs across global teams with international travel.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• Knowledge of adult learning principles.
• 3+ years contact center experience 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 communication and presentation skills.
• Analytical and problem solving abilities.
• Ability to multitask in a fast-paced environment.
• 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, 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.

Skills

Adult learning principles

Curriculum development

Training delivery

Coaching and mentoring

Verbal and written communication

Presentation skills

Analytical and problem solving

Rapport building

Multitasking

Change management / innovation

Travel readiness

Call center systems knowledge (ACD/IVR

Education

Bachelor's degree in Education or Business Administration

Tools

MS Office (Word, Excel and 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.

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

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

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.

Benefits of Working as a Training Facilitator…

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