Training Facilitator

About the role

IntouchCX, a global provider of digital customer experience management, back office processing, trust and safety solutions and AI services, is looking for a Training Facilitator to deliver training modules and run classes for its team members. The role uses creative teaching techniques to train new and existing employees, and involves developing and administering assessments, supporting quality assurance and mentoring new trainers.

Key responsibilities

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Use a variety of creative teaching techniques
• Develop and administer knowledge assessment tests
• 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
• Work with partners so they understand the training environment, successes and development opportunities
• Manage new Trainers and Training Facilitators

Required profile

• BS/BA in Education or Business Administration, or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to put them into a training curriculum
• 3+ years of contact center experience preferred
• Experience in customer service training, coaching and mentoring
• Valid travel documents for international travel; international travel is required

Required skills

• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication and presentation skills
• Analytical and problem-solving skills
• Ability to build rapport with clients and team members at all levels, multitask in a fast-paced environment and adapt to change
• MS Office (Word, Excel, PowerPoint)