Leadership Development Trainer & Programs Architect

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

Job summary

IntouchCX is seeking a Learning & Development Facilitator to lead end-to-end L&D services in Cebu City, Philippines. You will act as the primary contact for leadership learning initiatives and collaborate with Operations and LD teams to enhance training programs for Trainers, Team Leaders, and emerging Leaders.

You will develop modules, implement professional development plans, and maintain up-to-date reporting on training progress and effectiveness, while upholding best practices in

Qualifications

• BS/BA in Education, English, Communications, Psychology, Philosophy, Political Science or equivalent work experience.
• Knowledge of adult learning principles and ability to apply them into a training curriculum.
• 2+ years previous contact center experience preferred.
• Experience in customer service training and coaching/mentoring.
• Knowledge of existing and emerging training methods and tools.
• Deep passion for collaboration and learning.
• Excellent verbal and written communication skills, including presentation skills.
• Ability to build rapport with clients and interact with team members at various position levels.
• Ability to multitask effectively and work in a fast paced environment.
• Ability to develop employees through positive motivation and adapt to change.

Responsibilities

• Own end-to-end learning & development services and processes.
• Be the single point of contact for leadership learning initiatives with guidance from Leadership & Development Manager and Operations Support Director.
• Partner with Site Program stakeholders on a closed-loop feedback process to improve training effectiveness.
• Develop new Trainers, Team Leaders, and emerging Leaders.
• Create training modules and process documents related to leadership and development based on stakeholders’ needs.
• Implement professional development plans and training programs related to BPO leadership development.
• Provide direction for new training and professional development initiatives in partnership with Operations and LD Core Team.
• Uphold existing best practices and communicate new procedures as necessary.
• Contribute to the review of training content/material design, development, and revisions when necessary.
• Facilitate activities to boost Operations ability in identifying specialist opportunities.
• Maintain up-to-date reporting on training progress, effectiveness, and improvements.

Skills

Adult learning principles

Contact center experience

Customer service training

Coaching and mentoring

Training methods & tools

Collaboration

Verbal communication

Written communication

Rapport building

Multitasking

Employee development

Adaptability

Education

Bachelor's degree

Job description

IntouchCX is seeking a Learning & Development Facilitator to lead end-to-end L&D services in Cebu City, Philippines. You will act as the primary contact for leadership learning initiatives and collaborate with Operations and LD teams to enhance training programs for Trainers, Team Leaders, and emerging Leaders.

You will develop modules, implement professional development plans, and maintain up-to-date reporting on training progress and effectiveness, while upholding best practices in