Training Facilitator

About the role

IntouchCX is seeking a dynamic Training Facilitator to design and deliver engaging learning experiences for new and existing team members. The role focuses on developing curriculum, conducting classroom sessions, and ensuring trainees acquire the skills needed to excel in a fast‑paced contact‑center environment.

Key responsibilities

• Deliver training to groups of up to 25 employees, covering both onboarding and ongoing development.
• Create, update, and present training plans and curricula using a variety of creative teaching techniques.
• Develop and administer knowledge‑assessment tests to evaluate learning outcomes.
• Assist with quality‑assurance monitoring, providing feedback and coaching to improve performance.
• Maintain up‑to‑date reports on training progress, effectiveness, and areas for improvement.
• Stay informed about client products, services, and call‑center systems (ACD/IVR).
• Collaborate with partners to communicate training successes and identify development opportunities.
• Manage and mentor new trainers and fellow training facilitators.
• Travel internationally as required.

Required profile

• Bachelor’s degree in Education, Business Administration, or equivalent work experience.
• At least 3 years of contact‑center experience, preferably in customer‑service training.
• Strong knowledge of adult‑learning principles and ability to apply them in curriculum design.
• Excellent verbal and written communication, presentation, and analytical skills.
• Proven ability to coach, mentor, and motivate employees.
• Flexibility to adapt to change and work in a fast‑paced environment.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Experience with call‑center systems, including ACD and IVR