Learning and Development Facilitator

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

About the Job

We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum and operations development to take on the role of Learning & Development Trainer. The ideal candidate will be responsible for supporting the Training Team in reporting, activity facilitation, as well as development for Trainers, Team Leaders, and emerging Leaders.

As Learning & Development Facilitator, You Will…

• Own all end-to-end learning & development services and processes
• Be the single point of contact for all leadership learning initiatives with the guidance of Leadership & Development Manager and Operations Support Director
• Partner with Site Program stakeholders (Operations,etc.) on a closed-loop feedback process to improve the effectiveness of training programs
• Develop new Trainers, Team Leaders, and emerging Leaders
• Create training modules and process documents related to leadership and development based on key stakeholders’ needs and requirements (Operations, Partners, Operations Support, and other PHL Departments)
• Implement comprehensive professional development plans and training programs related heavily to BPO leadership development
• Provide direction for new training and professional development initiatives in partnership with Operations and Leadership and Development Core Team
• Uphold existing best practices of the training department, while developing and communicating 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

As Learning & Development Facilitator, You Have…

• BS/BA in either Education, English, Communications, Psychology, Philosophy, Political Science or equivalent work experience
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 2+ years previous contact center experience preferred
• Experience in customer service training
• Experience in coaching and 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
• Ability to adapt to change and innovation

Learning and Development FacilitatorReq #3638Cebu City, 6000 Cebu, PhilippinesApplyShareJob DescriptionPosted Monday, August 17, 2026 at 6:00 p.m.About IntouchCXIntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.About the JobWe’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum and operations development to take on the role of Learning & Development Trainer. The ideal candidate will be responsible for supporting the Training Team in reporting, activity facilitation, as well as development for Trainers, Team Leaders, and emerging Leaders.As Learning & Development Facilitator, You Will…Own all end-to-end learning & development services and processesBe the single point of contact for all leadership learning initiatives with the guidance of Leadership & Development Manager and Operations Support DirectorPartner with Site Program stakeholders (Operations,etc.) on a closed-loop feedback process to improve the effectiveness of training programsDevelop new Trainers, Team Leaders, and emerging LeadersCreate training modules and process documents related to leadership and development based on key stakeholders’ needs and requirements (Operations, Partners, Operations Support, and other PHL Departments)Implement comprehensive professional development plans and training programs related heavily to BPO leadership developmentProvide direction for new training and professional development initiatives in partnership with Operations and Leadership and Development Core TeamUphold existing best practices of the training department, while developing and communicating new procedures as necessaryContribute to the review of training content/material design, development, and revisions when necessaryFacilitate activities to boost Operations ability in identifying specialist opportunitiesMaintain up-to-date reporting on training progress, effectiveness, and improvementsAs Learning & Development Facilitator, You Have…BS/BA in either Education, English, Communications, Psychology, Philosophy, Political Science or equivalent work experienceKnowledge of adult learning principles and the ability to implement these principles into a training curriculum2+ years previous contact center experience preferredExperience in customer service trainingExperience in coaching and mentoringKnowledge of existing and emerging training methods and toolsDeep passion for collaboration and learningExcellent verbal and written communication skills, including presentation skillsAbility to build rapport with clients and interact with team members at various position levelsAbility to multitask effectively and work in a fast paced environmentAbility to develop employees through positive motivationAbility to adapt to change and innovationJob DetailsPay TypeSalaryEducation LevelBachelor's Degree