Learning and Development Facilitator

IntouchCX; Metro Manila; On-site; PHP 540,000 - 700,000; Full time

Job summary

IntouchCX is seeking a Learning & Development Facilitator in Metro Manila to drive leadership development and training programs across the organization. You will support the Training Team with reporting, activity facilitation, and development for Trainers, Team Leaders, and emerging Leaders.

The role requires a BS/BA in a related field, strong adult learning knowledge, and a background in contact center training.

Qualifications

• BS/BA in Education, English, Communications, Psychology, Philosophy, or related field.
• Strong understanding of adult learning principles.
• 2+ years in contact center or training roles.
• Experience in coaching and mentoring.
• Excellent written and verbal communication; presentation skills.

Responsibilities

• Own end-to-end learning and development services and processes.
• Serve as single point of contact for leadership learning initiatives.
• Collaborate with site stakeholders to improve training effectiveness.
• Develop new trainers and leaders.
• Maintain up-to-date training progress reporting.
• Create modules and documents for leadership development.
• Support professional development initiatives with Operations and Leadership teams.
• Uphold best practices and update procedures as needed.

Skills

Adaptability

Multitasking

Communication skills

Coaching and mentoring

Collaboration

Learning facilitation

Presentation skills

Relationship building

Fast-paced environment

Motivation for development

Education

BS/BA in Education or related field

Job description

Job Description:

About IntouchCX

IntouchCX 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 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

Requirements: