Global Training Facilitator

IntouchCX; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

IntouchCX in Cebu City is seeking a Training Facilitator to deliver training modules and run classes for our team members. You will lead training initiatives, develop curricula, and employ creative teaching methods to engage groups of up to 25 participants.

You will also measure training effectiveness and report progress to stakeholders. The role requires hands-on experience in adult learning, strong communication, and the ability to travel internationally.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• Knowledge of adult learning principles and ability to implement into training curriculum.
• 3+ years of 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 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 levels.
• Ability to multitask effectively in a fast-paced environment.
• Ability to develop employees through positive motivation.
• Ability to adapt to change and innovation.
• Ability to travel internationally.
• MS Office proficiency.

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

Contact center experience

Customer service training

Coaching and mentoring

Verbal and written communication

Analytical and problem solving

Rapport building

Multitasking

Adapt to change

Travel readiness

MS Office

Education

BS/BA in Education or Business Administration or equivalent

Tools

MS Office

Job description

IntouchCX in Cebu City is seeking a Training Facilitator to deliver training modules and run classes for our team members. You will lead training initiatives, develop curricula, and employ creative teaching methods to engage groups of up to 25 participants.

You will also measure training effectiveness and report progress to stakeholders. The role requires hands-on experience in adult learning, strong communication, and the ability to travel internationally.