Job description
IntouchCX is expanding its Education & Training team in Cebu, Central Visayas, and we are looking for a dynamic Training Facilitator to design, deliver, and assess high-impact training programs for our customer service professionals.
As a Training Facilitator, you will partner with operations and subject matter experts to create engaging learning experiences that drive performance, improve customer satisfaction, and support career growth for our associates.
About the Role
This full-time position includes delivering instructor-led and virtual sessions, developing modular curricula, and measuring training outcomes to ensure measurable improvements.
What you will do
- Lead and facilitate live and virtual training sessions for new hires and experienced agents, ensuring alignment with learning objectives
- Design, update, and maintain training materials, curricula, and assessments using modular, scalable formats
- Collaborate with operations, QA, and subject-matter experts to tailor content to client needs and performance goals
- Coach participants through practice scenarios, role-plays, and simulated calls to reinforce learning
- Measure training impact with analytics, feedback surveys, and post-training evaluations; report outcomes to leadership
- Support onboarding programs to reduce ramp time and improve key metrics such as first contact resolution
- Foster a culture of continuous improvement and knowledge sharing within the team
What we are looking for
- Bachelors degree or equivalent experience in Education, Training, Communications, or a related field
- Proven experience facilitating training in a contact center or BPO environment
- Excellent presentation, public speaking, and interpersonal skills
- Knowledge of instructional design, adult learning theories, and training needs analysis
- Experience with LMS, e-learning tools, and assessment design
- Strong planning, organization, and time-management skills
- Fluency in English and a customer-first mindset
We offer a competitive salary range of ₱30,000 to ₱35,000 per month, plus benefits, and opportunities for professional development within a fast-growing global team. If you are passionate about people development and customer service excellence, we would love to hear from you.
Responsibility
- Lead and facilitate live and virtual training sessions for new hires and existing agents, ensuring alignment with learning objectives
- Develop, update, and maintain training materials, curricula, and assessments using modular formats
- Collaborate with operations, QA, and subject-matter experts to tailor curricula to client needs and performance metrics
- Coach and mentor learners through practice scenarios, role-plays, and customer interaction simulations
- Measure training impact using analytics, feedback surveys, and performance data; provide actionable insights to leadership
- Support onboarding programs to accelerate ramp time and improve key KPIs such as first contact resolution and customer satisfaction
- Foster a culture of continuous improvement and knowledge sharing within the team
Qualification
- Bachelor's degree or equivalent experience in Education, Training, Communications, or related field
- Proven experience facilitating training in a contact center, BPO, or customer service environment
- Strong presentation, public speaking, and interpersonal skills
- Knowledge of instructional design principles, adult learning theories, and training needs analysis
- Experience with learning management systems (LMS), e-learning tools, and assessment design
- Excellent planning, organization, and time-management skills
- Fluency in English; customer-first mindset and collaborative attitude