Leadership Development Coach

IntouchCX; Philippines; On-site; PHP 446,000 - 893,000; Full time

Job summary

IntouchCX is seeking a Learning & Development Trainer to lead end-to-end training programs, focusing on leadership development for Trainers, Team Leaders, and emerging Leaders. You will partner with leadership and operations to ensure effective curriculum design and execution.

The role requires robust knowledge of adult learning, strong communication skills, and experience in coaching and mentoring within a contact center environment.

Qualifications

• Must hold a BS/BA in Education, English, Communications, Psychology, Philosophy, Political Science, or equivalent.
• Knowledge of adult learning principles and how to apply them in curricula.
• Minimum 2+ years in a contact center environment preferred.
• Experience in customer service training.
• Experience in coaching and mentoring and in training methods/tools.

Responsibilities

• Own end-to-end learning and development services and processes.
• Serve as single point of contact for leadership learning initiatives.
• Collaborate with Site Program stakeholders to improve training effectiveness.
• Develop Trainers, Team Leaders, and emerging Leaders.
• Create leadership training modules and process documents based on stakeholder needs.
• Implement professional development plans and training programs focused on leadership development.
• Guide new training initiatives with Operations and Leadership & Development Core Team
• Uphold and update training procedures and best practices.
• Contribute to training content design, development, and revisions.
• Facilitate activities to boost Operations’ ability to identify specialist opportunities.
• Maintain up-to-date reporting on training progress and improvements.

Skills

Adult learning principles

Training & development

Coaching & mentoring

Strong communication

Presentation skills

Rapport building

Multitasking

Change adaptability

Education

BS/BA in Education, English, Communications, Psychology or related field

Job description

IntouchCX is seeking a Learning & Development Trainer to lead end-to-end training programs, focusing on leadership development for Trainers, Team Leaders, and emerging Leaders. You will partner with leadership and operations to ensure effective curriculum design and execution.

The role requires robust knowledge of adult learning, strong communication skills, and experience in coaching and mentoring within a contact center environment.