Global Training Facilitator — Curriculum Architect & Coach

IntouchCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX in Manila is seeking a Training Facilitator to deliver training modules and run classes for our team members. You will develop and administer curricula for sessions up to 25 participants, using creative teaching techniques and up-to-date testing.

Ideal candidates have a BS/BA in Education or Business Administration, strong knowledge of adult learning, and 3+ years in contact center training with excellent communication, coaching, and the ability to travel internationally.

Qualifications

• BS/BA in Education or Business Administration or equivalent.
• Knowledge of adult learning principles and curriculum design.
• 3+ years in a contact center training role.
• 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 stats.
• Strong verbal and written communication, and presentation skills.
• Analytical and problem-solving abilities.
• Ability to build rapport with clients and teams.
• Ability to multitask and adapt to change; travel may be required.
• MS Office proficiency.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curricula for classes up to 25.
• Use varied teaching techniques to engage learners.
• Develops and administers 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, ensuring understanding of training outcomes.
• Manage new Trainers and Training Facilitators.
• International travel is required.

Skills

Training delivery

Curriculum development

Coaching & mentoring

Presentation skills

Communication skills

Multitasking

Adaptability

MS Office

Education

BS/BA in Education or Business Administration

Tools

MS Office Suite

Call center systems (ACD/IVR)

Job description

IntouchCX in Manila is seeking a Training Facilitator to deliver training modules and run classes for our team members. You will develop and administer curricula for sessions up to 25 participants, using creative teaching techniques and up-to-date testing.

Ideal candidates have a BS/BA in Education or Business Administration, strong knowledge of adult learning, and 3+ years in contact center training with excellent communication, coaching, and the ability to travel internationally.