Trainer & Facilitator

Responsibilities

• Deliver instructor‑led training in both virtual and in‑person environments
• Facilitate engaging learning experiences for agents, team leaders, ambassadors, and support staff
• Lead classroom discussions, role plays, exercises, and knowledge checks to reinforce learning objectives
• Create a positive and interactive learning environment that encourages participation and engagement
• Coach learners on skill development, product knowledge, sales behaviors, and customer experience best practices
• Reinforce training concepts through follow‑up sessions, huddles, coaching activities, and ongoing learner support
• Assess learner understanding and adapt facilitation techniques to meet the needs of diverse audiences
• Partner with Training Leadership and operational leaders to support training initiatives and performance goals
• Provide feedback on learner performance, training effectiveness, and development opportunities
• Maintain training records, attendance tracking, and required documentation
• Support continuous learning initiatives and ongoing employee development programs
• Represent the Global Training & Education team with professionalism and confidence when interacting with employees, leaders, clients, and business partners

• 2–5 years of experience in training, facilitation, coaching, sales, customer service, or a related field
• Demonstrated ability to confidently present and facilitate in front of groups of varying sizes
• Strong public speaking, presentation, and communication skills
• Ability to engage audiences, manage classroom dynamics, and drive active learner participation
• Experience facilitating virtual training sessions using video conferencing and learning platforms
• Strong interpersonal skills with the ability to build credibility and rapport with learners and leadership
• Ability to simplify complex information and present it in a clear, engaging manner
• Professional presence and strong verbal communication skills
• Experience working in customer service, sales, call‑center, hospitality, or service‑oriented environments is preferred
• Proficiency with Microsoft Office, including PowerPoint, Word, Outlook, and Teams
• Bilingual or multilingual language skills are a plus
• Willingness and ability to travel, as needed.

• Training Delivery
• Virtual Training Facilitation
• Sales Behaviors Coaching
• Customer Experience Best Practices
• Learner Assessment

• Interpersonal Skills
• Communication Skills
• Engagement Techniques
• Professional Presence
• Adaptability