Deskripsi Pekerjaan
Join IntouchCX, a revolutionary force in customer service innovation, as we seek a dynamic Training Facilitator to transform our workforce into customer experience champions. This pivotal role combines instructional expertise with strategic vision to elevate our team's capabilities through engaging, impactful training programs. You'll design and deliver immersive learning experiences that bridge knowledge gaps, foster skill development, and align our teams with cutting-edge industry standards. In this position, you'll become the catalyst for organizational growth by creating a culture of continuous learning and excellence. Our ideal candidate thrives in collaborative environments and possesses the ability to translate complex concepts into actionable training modules. At IntouchCX, you'll have the opportunity to shape the future of customer service while working alongside passionate professionals dedicated to redefining industry benchmarks.
Tanggung Jawab
- Design, develop, and implement comprehensive training curricula aligned with business objectives and industry best practices
- Deliver engaging training sessions covering customer service excellence, product knowledge, and soft skills development
- Facilitate interactive workshops, role-playing exercises, and simulations to enhance practical application
- Conduct training needs assessments through surveys and performance analysis to identify skill gaps
- Evaluate training effectiveness using metrics and feedback mechanisms to continuously improve programs
- Collaborate with department heads to align training initiatives with organizational goals and performance targets
- Maintain and update training materials to reflect product changes, policy updates, and evolving industry trends
Kualifikasi
- Bachelor's degree in Human Resources, Education, Business Administration, or related field
- Minimum 2 years of experience in training facilitation, preferably in customer service or BPO environments
- Certification in instructional design or adult learning methodologies (e.g., ATD, CPTD) preferred
- Exceptional presentation and facilitation skills with ability to engage diverse learning audiences
- Strong analytical abilities to assess training needs and measure program effectiveness
- Proficiency in learning management systems (LMS) and multimedia training tools
- Outstanding communication skills with ability to simplify complex concepts
- Creative problem-solving mindset and adaptability to fast-paced organizational changes