Training Facilitator

2 weeks ago

Morong, Philippines IntouchCX Full time

Overview

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We are a company with over 20 years of experience, focused on building trusted long-term relationships with brand partners and empowering our people to drive positive change.

Location: Clark Freeport and Special Economic Zone, Central Luzon, Philippines.

Posting notes: This role is for a Trainer to deliver training modules and run classes for our team members.

The Job

We are changing the way people think about customer service and we need your help. We’re seeking a Training Facilitator to deliver training materials and run classes for our team members. This role is responsible for delivering training materials using creative teaching techniques and is ideal 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
Qualifications

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
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Human Resources
  • Industries: Outsourcing and Offshoring Consulting

Referrals increase your chances of interviewing at IntouchCX by 2x

Location note: Mabalacat, Central Luzon, Philippines

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