Global Training Facilitator: Curriculum Architect & Coach

IntouchCX; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

IntouchCX is seeking a Training Facilitator to deliver training modules and run classes for our team members in the Philippines. You will develop curricula, employ creative teaching techniques, and continuously assess training effectiveness to improve performance.

The role requires coordinating with clients and partners, managing trainers, and traveling internationally as needed to support global teams and programs.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• Knowledge of adult learning principles and applying them to curriculum.
• 3+ years in 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, including presentations.
• Strong analytical and problem solving skills.
• Ability to build rapport with clients and interact with team members at various levels.
• Ability to multitask in a fast-paced environment.
• Ability to motivate employees.
• Ability to adapt to change and innovation.
• Ability to travel.
• MS Office skills.
• 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

Training delivery

Presentation skills

Coaching & mentoring

Client relationship

MS Office

Education

BS/BA in Education or Business Administration or equivalent

Tools

MS Office (Word, Excel, PowerPoint)

Job description

IntouchCX is seeking a Training Facilitator to deliver training modules and run classes for our team members in the Philippines. You will develop curricula, employ creative teaching techniques, and continuously assess training effectiveness to improve performance.

The role requires coordinating with clients and partners, managing trainers, and traveling internationally as needed to support global teams and programs.