Training Facilitator

About the Job

We are changing the way people think about customer serviceand we need your help!

Training Facilitator

Are you a leader with a passion for helping 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 and explore new opportunities for curriculum development.

As a 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
• Use a variety of creative teaching techniques to enhance learning
• Administer knowledge assessments to measure training effectiveness
• Assist with quality assurance monitoring, feedback, and coaching
• Maintain up-to-date reporting on training progress, effectiveness, and improvement areas
• Stay informed of current client products and services
• Interact with partners to communicate training environments, outcomes, and development opportunities
• Manage and guide new Trainers and Training Facilitators
• Travel internationally as required

As a Training Facilitator, You Have:

• BS/BA in Education, Business Administration, or equivalent work experience (preferred)
• Knowledge of adult learning principles and the ability to apply them to training content
• 3+ years of previous contact center experience (preferred)
• Experience in customer service training
• Experience in coaching and mentoring individuals and teams
• Understanding of modern training methods and tools
• Familiarity with call center systems (ACD/IVR) and performance metrics
• Strong verbal and written communication and presentation skills
• Strong analytical and problem-solving skills
• Ability to build rapport with clients and team members at all levels
• Ability to multitask and perform effectively in a fast-paced environment
• Motivation and ability to develop employees through positive reinforcement
• Flexibility to adapt to change and innovation
• Proficiency in MS Office tools (Word, Excel, PowerPoint)
• Valid travel documents for international travel