BPO Training Facilitator - Creative Curriculum Innovator

IntouchCX; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

IntouchCX is seeking a Training Facilitator to deliver engaging training content to teams and lead classroom sessions with up to 25 participants. You will design curricula, apply creative teaching methods, and measure training impact through assessments and dashboards.

Ideal candidates have 3+ years in contact centers, 2+ years as a BPO trainer, and strong adult-learning knowledge. Night-shift availability in Cubao/Greenhills is required.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• 3+ years of contact center experience preferred.
• At least 2 years as a BPO Trainer/Training Facilitator.
• Experience in customer service training.
• Knowledge of adult learning principles and applying them to curriculum.
• Coaching and mentoring experience.
• Knowledge of call center systems and performance statistics.
• Strong presentation and communication skills.
• Willingness to work night shift in Cubao/Greenhills San Juan.

Responsibilities

• Deliver training to new and existing employees.
• Develop and deliver training plans and curriculum for classes up to 25 people.
• Use a variety of creative teaching techniques.
• Develop and administer knowledge assessments.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress and effectiveness.
• Stay informed of client products and services.
• Interact with partners to communicate training outcomes and opportunities for development.
• Manage new Trainers and Training Facilitators.

Skills

Presentation skills

Verbal and written communication

Analytical thinking

Problem solving

Rapport building

Coaching and mentoring

Adaptability

Education

BS/BA in Education or Business Administration

Equivalent work experience

Tools

ACD/IVR

Performance metrics

Training tools

Job description

IntouchCX is seeking a Training Facilitator to deliver engaging training content to teams and lead classroom sessions with up to 25 participants. You will design curricula, apply creative teaching methods, and measure training impact through assessments and dashboards.

Ideal candidates have 3+ years in contact centers, 2+ years as a BPO trainer, and strong adult-learning knowledge. Night-shift availability in Cubao/Greenhills is required.