About This Role
This role involves designing and developing new course materials, assessing their effectiveness, and empowering team members to learn new products and services through engaging and dynamic training delivery. The ideal candidate will be a leader with the vision, experience, and passion to contribute to the company's culture and the success of its team members.
Responsibilities
- Design new course materials utilizing a variety of instructional design approaches (ADDIE model), adult learning principles, training delivery methodologies, and content development systems
- Facilitate Train the Trainer course materials
- Assess training needs and identify opportunities for curriculum development
- Leverage technology and multimedia tools to enhance curriculum content
- Develop and administer knowledge assessment testing
- Analyze training outcomes and feedback to identify areas for improvement
- Review existing curriculum and recommend improvements
- Conduct needs analyses and interact with partners to identify ongoing training needs
- Interact with all departments to ensure current information is included in training
- Develop job aids, quick reference guides, and other performance support tools
- Ensure these resources are easily accessible and practical for on-the-job use
- Ensure all training materials comply with regulatory requirements and company policies
- Maintain detailed records of training activities, materials, and outcomes
- Perform other duties and travel as required
Requirements
- BS/BA in Education or Business Administration (or equivalent work experience)
- Minimum of 2 years of contact center experience
- Minimum of 5 years of experience delivering classroom training
- Experience with Learning Management Systems
- Experience conducting training needs analyses for internal and external partners
- Knowledge of adult learning principles and how to implement them in the classroom in-person and virtually
- Knowledge of existing and emerging training methods, tools, and techniques
- Proficient knowledge of Word, Excel, PowerPoint, and Google Suite
- Ability to multitask in an innovative, fast-paced environment
- Strong communication (verbal and written) and presentation skills
- Strong analytical and problem-solving skills
- Excellent attention to detail with good time management skills
About the Company
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, the company has built trusted long-term partnerships and empowered its people to drive positive change.
