Global Training Facilitator: Lead Customer Service Skills

IntouchCX; San Juan; On-site; PHP 420,000 - 680,000; Full time

Job summary

IntouchCX is looking for a Trainer to deliver training modules and run classes for our team members. You will lead training using creative teaching techniques, develop comprehensive curricula for classes up to 25, and assess knowledge through testing.

Ideal candidates have experience in customer service training, coaching, and mentoring, with strong communication and presentation skills. International travel is required, and familiarity with call center systems is a plus.

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 contact center experience preferred.
• Sales trainer experience is an advantage.
• 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 in a fast paced environment.
• Ability to develop employees through positive motivation.
• Ability to adapt to change and innovation.
• Ability to potentially travel.
• 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
• Develops 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

Coaching

Verbal & written communication

Presentation skills

Analytical thinking

Multitasking

Adapt to change

Travel willingness

Education

BS/BA in Education or Business Administration

Tools

MS Office (Word, Excel, PowerPoint)

Job description

IntouchCX is looking for a Trainer to deliver training modules and run classes for our team members. You will lead training using creative teaching techniques, develop comprehensive curricula for classes up to 25, and assess knowledge through testing.

Ideal candidates have experience in customer service training, coaching, and mentoring, with strong communication and presentation skills. International travel is required, and familiarity with call center systems is a plus.