Job Description

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.

About the Job
The Training Facilitator (French/English Bilingual) 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 Training Facilitator (French/English Bilingual), You Will…

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develop and administer knowledge assessment testing
• Assist with Quality Assurance 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
• International travel is required

As a Training Facilitator (French/English Bilingual), You Have…

• Must be bilingual in both English and French, written and verbal. Language proficiency will be a key competency to be successful in this role
• A University and/or College Degree / diploma
• 100% open availability & ability to work over 40 hrs/week as needed
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• Experience conducting training needs analyses for internal and external partners
• 2+ years previous contact center experience preferred and a minimum of 3 years of experience delivering classroom training
• Experience in customer service training
• Knowledge of existing and emerging training methods, tools and techniques
• Strong verbal and written communication skills, including presentation skills
• Excellent attention to detail with good time management skills