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
Are you looking for an exciting new challenge? IntouchCX is looking for you!
As one of the world’s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
We’re hiring a Training Lead to oversee training initiatives by providing support and supervision to our Training Facilitators and Training Support staff. Our ideal candidate is a leader with a drive to create training policies, manuals and other educational media to support our learning and development initiatives.
As Training Lead, You Will…
- Promote an inclusive learning environment with a focus on employee engagement and retention
- Manage the client-partner relationship as the point of contact for the Training team
- Provide coaching and development based on performance evaluations to direct reports
- Analyze trainee performance and trends
- Participate in client-partner meetings
- Be responsible for various tasks such as business reviews, reporting obligations and project management
- Demonstrate an understanding of HR and local labor regulations
- Implement comprehensive professional development plans and training programs
- Provide direction for new training and professional development initiatives
- Uphold existing best practices of the training department, while developing and communicating new procedures
- Read, audit and parse technical information for action and analysis
As Training Lead, You Have…
- High School diploma or equivalent (required)
- Degree (or equivalent) in Human Resources, Instructional Design, Teaching or Organizational Development (preferred)
- Minimum of 3+ years working in a learning and development environment
- Curriculum development and/or graphical & informational design experience
- Instructional design experience including production and management of e-learning content
- Experience developing and managing training programs and measuring their impact / ROI
- Experience in contact center management and training (preferred)
- Excellent written and verbal communication skills
- Conflict resolution and problem solving skills
- Proficiency with G Suite and Microsoft Office applications
- Ability to learn and adapt to new systems (as required by the role)
- A resilient attitude and demonstrated adaptability
- A deep passion for collaboration and learning
- The ability to work both independently and in team settings within a fast-paced, entrepreneurial environment
- Proven experience in bringing a successful and innovative approach to learning
- Engaging communication and facilitator skills
- A strong business acumen and ability to make principled judgment calls
- The ability to work with advanced training tools and technology (CRMs, LMS)
- A proven track record in leadership development and performance management
- A background in client relationship management and front-line supervisor development
- Availability to work graveyard, weekends and/or holidays
- A willingness to work overtime as determined by business needs
- The ability to travel internationally as needed
Skills Required
- High school diploma or equivalent
- Degree or equivalent in Human Resources, Instructional Design, Teaching, or Organizational Development
- At least 3 years of experience in a learning and development environment
- Curriculum development or graphical and informational design experience
- Instructional design experience, including production and management of e-learning content
- Experience developing and managing training programs and measuring impact or ROI
- Contact center management and training experience
- Excellent written and verbal communication skills
- Conflict resolution and problem-solving skills
- Proficiency with G Suite and Microsoft Office applications
- Ability to learn and adapt to new systems
- Ability to work independently and collaboratively in a fast-paced environment
- Facilitation and engaging communication skills
- Experience using advanced training tools and technology, including CRMs and LMS platforms
- Leadership development and performance management experience
- Client relationship management and frontline supervisor development experience
- Availability to work overnight shifts, weekends, and holidays
- Willingness to work overtime based on business needs
- Willingness to travel internationally as needed
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
