Training Facilitator

IntouchCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX in Manila is seeking a Training Facilitator to deliver training modules and run classes for our team members. You will develop and administer curricula for sessions up to 25 participants, using creative teaching techniques and up-to-date testing.

Ideal candidates have a BS/BA in Education or Business Administration, strong knowledge of adult learning, and 3+ years in contact center training with excellent communication, coaching, and the ability to travel internationally.

Qualifications

• BS/BA in Education or Business Administration or equivalent.
• Knowledge of adult learning principles and curriculum design.
• 3+ years in a contact center training role.
• Experience in customer service training.
• Experience in coaching and mentoring.
• Knowledge of training methods and tools.
• Knowledge of call center systems (ACD/IVR) and performance stats.
• Strong verbal and written communication, and presentation skills.
• Analytical and problem-solving abilities.
• Ability to build rapport with clients and teams.
• Ability to multitask and adapt to change; travel may be required.
• MS Office proficiency.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curricula for classes up to 25.
• Use varied teaching techniques to engage learners.
• Develops and administers knowledge assessments.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress and effectiveness.
• Stay informed of client products and services.
• Interact with partners, ensuring understanding of training outcomes.
• Manage new Trainers and Training Facilitators.
• International travel is required.

Skills

Training delivery

Curriculum development

Coaching & mentoring

Presentation skills

Communication skills

Multitasking

Adaptability

MS Office

Education

BS/BA in Education or Business Administration

Tools

MS Office Suite

Call center systems (ACD/IVR)

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 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 are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.

As Training Facilitator, You Will…

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develops and administers knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Stay informed of current client products and services
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development
• Manage new Trainers and Training Facilitators
• International Travel is Required

As Training Facilitator, You Have…

• BS/BA in Education or Business Administration or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ 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
• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication skills, including presentation skills
• Strong analytical and problem solving 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
• Ability to potentially travel
• Skills in MS Office programs (Word, Excel and PowerPoint)
• Valid travel documents for international travel