Job Description
At IntouchCX, we are transforming the customer service landscape with innovative, people-first solutions. We're looking for a dynamic Training Facilitator to join our team in Cebu and help us elevate the skills and performance of our workforce. In this role, you will design and deliver engaging training programs that empower our employees to deliver exceptional customer experiences. If you are passionate about coaching, developing talent, and driving measurable results, we want to hear from you.
As a Training Facilitator, you will collaborate with operations, quality, and human resources to identify skill gaps, develop curricula, and facilitate both virtual and in-person training sessions. You will also evaluate training effectiveness through assessments, feedback, and performance metrics, continuously improving our learning initiatives. Your work will directly impact employee growth and customer satisfaction.
Join a company that values innovation, collaboration, and continuous learning. At IntouchCX, you will have access to cutting-edge tools, a supportive environment, and opportunities for career advancement. Make a difference with us!
Responsibilities
- Design and deliver comprehensive training programs for new hires and existing employees in customer service and soft skills.
- Assess training needs through surveys, interviews, and collaboration with department heads.
- Facilitate engaging virtual and classroom-based training sessions, ensuring participant understanding and application.
- Monitor and evaluate trainees' progress, providing constructive feedback and coaching.
- Maintain accurate training records, reports, and certifications.
- Continuously update training materials to reflect product updates, process changes, and best practices.
- Partner with quality and operations teams to align training with performance goals and KPIs.
Qualifications
- At least 2 years of experience as a trainer, facilitator, or coach in a BPO or corporate setting.
- Proven ability to design engaging training content and deliver interactive sessions.
- Excellent communication and presentation skills in English (both written and verbal).
- Strong interpersonal skills with ability to motivate and inspire diverse groups.
- Familiarity with e-learning platforms, LMS, and virtual training tools (e.g., Zoom, Teams, Articulate).
- Bachelor's degree in Education, Human Resources, Business Administration, or related field.
- Certification in training (e.g., Train the Trainer, ATD) is a plus.