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’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
As Learning & Development Facilitator, You Have…
- 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
