Training Facilitator (Temporary)

IntouchCX; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

IntouchCX in the Philippines seeks a Training Facilitator to deliver training modules and run classes for our team. You will design and implement engaging curricula for groups up to 25 and tailor sessions to client needs.

You will lead with modern adult-learning principles, assess knowledge, coach new trainers, and collaborate with partners to improve training effectiveness. International travel is required for this role.

Qualifications

• Knowledge of adult learning principles and applying them to curricula.
• 3+ years of contact center training experience.
• Experience in customer service training and coaching.
• Familiarity with call center systems (ACD/IVR) and performance metrics.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curricula for classes up to 25 participants.
• Utilize diverse teaching techniques and assess knowledge progress.
• Assist with QA monitoring, feedback, and coaching of learners.
• Maintain up-to-date reporting on training progress and improvements.
• Stay informed of client products and services and train accordingly.
• Interact with partners to communicate training outcomes and opportunities for development.
• Travel internationally as required.

Skills

Adult learning principles

Coaching & mentoring

Communication skills

Analytical thinking

Multitasking

Presentation skills

Relationship building

Travel readiness

Education

BS/BA in Education or Business Administration

Tools

MS Office

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