Training Facilitator

About the role

IntouchCX is looking for a dynamic Training Facilitator to design and deliver engaging learning experiences for its contact‑center teams. You will play a key part in shaping the skills of new hires and existing staff, ensuring they are equipped to provide exceptional digital customer experiences.

Key responsibilities

• Provide training to new and existing employees, delivering curriculum to groups of up to 25 participants.
• Develop and implement creative teaching techniques and assessment tools.
• Assist with quality‑assurance monitoring, feedback, and coaching.
• Maintain up‑to‑date reporting on training progress, effectiveness, and improvement opportunities.
• Stay informed on client products, services, and call‑center technologies.
• Interact with partners to communicate training outcomes and development opportunities.
• Manage and mentor new trainers and fellow training facilitators.
• Travel internationally as required.

Required profile

• BS/BA in Education, Business Administration, or equivalent experience (preferred).
• Strong knowledge of adult‑learning principles and curriculum design.
• 3+ years of contact‑center experience, preferably in customer‑service training.
• Proven experience in coaching, mentoring, and delivering training programs.
• Excellent verbal, written, and presentation communication skills.
• Analytical, problem‑solving, and multitasking abilities in a fast‑paced environment.
• Willingness to travel internationally and valid travel documents.

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with call‑center systems, ACD/IVR platforms, and performance statistics.

What we offer

• Opportunity to influence training strategy for a global leader in digital CX.
• Collaborative environment with continuous learning and development.