Learning And Development Soft Skills Trainer

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

We are looking for a Soft Skills Trainer to join our Learning & Development department in Cebu. This role is crucial for our team, as you will be responsible for conducting soft skills and language training for new hires and providing crucial on-the-floor support. You will ensure that new and tenured associates are equipped with the skills needed to deliver exceptional customer experiences.

As a Soft Skills Trainer, You Will…

• Deliver training sessions for new hires, tenured, and cross-functional teams.
• Provide real-time support by live monitoring voice and digital interactions and providing timely feedback.
• Evaluate and score associate and customer interactions using a stipulated evaluation form.
• Analyze top performer interactions and disseminate best practices across the account.
• Document feedback and evaluations on associate interactions, and publish group scores.
• Conduct small group training sessions, call listening, and chat and email readouts.
• Recommend and assign remedial and refresher courses based on agent performance.
• Prepare worksheets and other job aids for associate reference.
• Conduct DSAT analysis from a language and soft skills perspective.
• Prepare and publish weekly reports detailing efforts and outcomes.
• Assess the language proficiency of prospective candidates and employees.
  
  

• Post-secondary degree & above is preferred.
• A minimum of 1–3 years of direct industry experience is required.
• CEFR Rating of C1 or above.
• ESL, TESOL, and other language teaching certifications are highly preferred, but not required.
• Excellent facilitation skills and strong knowledge of English grammar.
• Intermediate to advanced proficiency in Google Suite and Windows Operating Systems.
• Strong verbal and written proficiency in English.
• A positive work ethic and commitment to assigned tasks.
• The ability to adapt to organizational trends and policies.
• Availability to work on weekends.