About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
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 a Technical Trainer, You Will
- Provide training to new and existing employees for a technical account
- 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
Requirements
As a Training Facilitator, You Have
- BS/BA in Education or Business Administration or equivalent work experience required
- Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
- 3+ years previous contact center experience preferred
- Experience working/facilitating Technical accounts is mandatory
- 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
- Skills in MS Office programs (Word, Excel and PowerPoint)
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.