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. About The Job 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. As Training Facilitator, You Will… 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 As Training Facilitator, You Have… 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. Benefits of Working as a Training Facilitator… Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities

The Training Facilitator is responsible for developing and delivering training plans and curriculum to new and existing employees. They also manage knowledge assessments, QA monitoring, and the supervision of other trainers.

Candidates should ideally have a degree in Education or Business and at least 3 years of contact center experience. Proficiency in adult learning principles, call center systems, and MS Office is required.

• Medical benefit plans • Vision benefit plans • Dental benefit plans • Paid time off • Career growth opportunities

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Adult Learning Principles
• Curriculum Development
• Customer Service Training
• Coaching And Mentoring
• Call Center Systems
• ACD/IVR
• Presentation Skills
• Analytical Skills
• Problem Solving
• MS Office
• Knowledge Assessment Testing
• QA Monitoring

• Human Resources
• Education
• Customer Service & Support
• Management & Leadership
• Consulting

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Postuler avant le

23 août 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level