Training Facilitator

IntouchCX; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

IntouchCX is seeking a Training Facilitator to deliver training modules and run classes for our team members, including new hire onboarding and ongoing development. You will design curricula, create engaging teaching methods, and assess knowledge through testing.

We require expertise in adult learning, customer service training, and coaching, with strong communication and analytical skills. This role involves traveling internationally and collaborating with partners to enhance training outcomes.

Qualifications

• 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.

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.
• International Travel is Required.

Skills

Adult learning principles

Verbal communication

Written communication

Presentation skills

Analytical skills

Problem solving

Multitasking

Adaptability

Travel ready

MS Office (Word, Excel, PowerPoint)

Education

BS/BA in Education or Business Administration or equivalent

Tools

MS Office Suite

Job description

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