Training Facilitator – Customer Service Trainer

About the role

IntouchCX is looking for a dynamic Training Facilitator to deliver engaging training modules and classes for its customer service teams. You will use creative teaching techniques to help new and existing employees develop the skills needed to excel in a fast‑paced contact‑center environment.

Key responsibilities

• Provide training to new and existing employees.
• Develop and deliver curriculum to classes of up to 25 participants.
• Utilize a variety of creative teaching techniques and administer knowledge assessments.
• Assist with QA monitoring, feedback, and coaching.
• Maintain reporting on training progress, effectiveness, and improvements.
• Interact with partners to ensure understanding of the training environment and identify development opportunities.

Required profile

• BS/BA in Education, Business Administration, or equivalent experience.
• Knowledge of adult learning principles and ability to apply them.
• 3+ years of contact‑center experience, preferably in customer service training.
• Experience in coaching, mentoring, and developing employees.
• Strong verbal, written, and presentation communication skills.
• Ability to multitask, adapt to change, and travel internationally.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Call center systems (ACD/IVR)