Learning and Development Facilitator

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’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum and operations development to take on the role of Learning & Development Trainer. The ideal candidate will be responsible for supporting the Training Team in reporting, activity facilitation, as well as development for Trainers, Team Leaders, and emerging Leaders.

As Learning & Development Facilitator, You Will…

• Own all end-to-end learning & development services and processes
• Be the single point of contact for all leadership learning initiatives with the guidance of Leadership & Development Manager and Operations Support Director
• Partner with Site Program stakeholders (Operations,etc.) on a closed-loop feedback process to improve the effectiveness of training programs
• Develop new Trainers, Team Leaders, and emerging Leaders
• Create training modules and process documents related to leadership and development based on key stakeholders’ needs and requirements (Operations, Partners, Operations Support, and other PHL Departments)
• Implement comprehensive professional development plans and training programs related heavily to BPO leadership development
• Provide direction for new training and professional development initiatives in partnership with Operations and Leadership and Development Core Team
• Uphold existing best practices of the training department, while developing and communicating new procedures as necessary
• Contribute to the review of training content/material design, development, and revisions when necessary
• Facilitate activities to boost Operations ability in identifying specialist opportunities
• Maintain up-to-date reporting on training progress, effectiveness, and improvements
  
  

• BS/BA in either Education, English, Communications, Psychology, Philosophy, Political Science or equivalent work experience
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 2+ 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
• Deep passion for collaboration and learning
• Excellent verbal and written communication skills, including presentation 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