Training Facilitator

4 weeks ago

Manila, National Capital Region, Philippines IntouchCX Full time

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
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