Training Facilitator

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