Learning and Development Facilitator

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

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.

Job Description

• 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

Job Requirements

• 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