Training Facilitator

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.

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.

Provide training to new and existing employees

Develop and deliver training plans and curriculum to classes of up to 25 people

Develop and utilize a variety of creative teaching techniques

Develops and administers 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, ensuring they understand the training environment, successes and opportunities for development

Manage new Trainers and Training Facilitators

International Travel is Required

BS/BA in Education or Business Administration or equivalent work experience preferred

Knowledge of adult learning principles and the ability to implement these principles into a training curriculum

3+ 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

Knowledge of call center systems, ACD/IVR and performance statistics

Strong verbal and written communication skills, including presentation skills

Strong analytical and problem solving 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

Ability to potentially travel

Skills in MS Office programs (Word, Excel and PowerPoint)

Valid travel documents for international travel

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits