Training Facilitator

About the role

IntouchCX is seeking a Training Facilitator to deliver training modules and run classes for team members. The role focuses on creating engaging learning experiences and supporting employee development across the organization.

Key responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Utilize a variety of creative teaching techniques.
• Develop and administer 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 to ensure understanding of the training environment and identify development opportunities.
• Manage new Trainers and Training Facilitators.
• International travel is required.

Required profile

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• Knowledge of adult learning principles and ability to apply them.
• 3+ years of contact‑center experience preferred.
• Experience in customer‑service training, coaching and mentoring.
• Familiarity with existing and emerging training methods and tools.
• Knowledge of call‑center systems, ACD/IVR and performance statistics.
• Strong verbal and written communication, including presentation skills.
• Strong analytical and problem‑solving abilities.
• Ability to build rapport with clients and interact with team members at various levels.
• Ability to multitask, motivate employees positively, and adapt to change.
• Valid travel documents for international travel.
• Proficiency in MS Office (Word, Excel, PowerPoint).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Call‑center systems (ACD/IVR)