Learning and Development Facilitator

8 hours ago

Cubao, National Capital Region, Philippines IntouchCX Full time ₱1,200,000 - ₱2,400,000 per year

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

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