About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are changing the way people think about customer care, and we need your help!
We’re seeking a Training Manager to manage all aspects of training plans for one of our largest programs. This role will also be responsible for the direct supervision and leadership of the Training and Development team. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our team members.
As Training Manager, You Will…
- Plan, develop and implement comprehensive professional development and training plans/programs
- Promote an inclusive learning environment; enhance positive employee engagement and leadership development
- Oversee the effective delivery of computer training and learning programs
- Provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
- Develop cost-effective programs with a variety of measures
- Provide coaching to staff to support superior performance by developing individual professional development plans
- Lead orientation and onboarding activities for new managers and support staff
- Develop training policies, manuals, multimedia visual aids, web-site pages and other educational materials to support learning and development initiatives
- Select, develop, supervise, evaluate and train the staff development team
- Manage the contractual relationships with external software providers, vendors and guest speakers
- International Travel is required
As Training Manager, You Have…
- 3-year degree or equivalent from a recognized post-secondary institution in Human Resources or Organizational Development, or a directly related field is required
- Call/Contact Centre management and training experience would be considered to be a great asset
- Minimum 5-years of experience in a training and development environment including direct facilitation and delivery of training programs
- Experience working with a team approach to employee and organizational development (required)
- Demonstrated, progressive leadership and management skills, preferably in a related environment
- Demonstrated ability to engage people in a training session, combined with solid understanding of the role of training and development
- Superior written and verbal communication skills, conflict resolution and problem solving skills
- Strong computer skills in all Microsoft Office programs and training and development software programs
- Excellent customer service focus with strong time management, organizational and analytical skills
- Ability to work in an environment where diversity of people and situations are encountered
- Valid travel documents for international travel
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Three-year degree or equivalent from a recognized post-secondary institution in Human Resources, Organizational Development, or a directly related field
- Minimum five years of experience in a training and development environment, including direct facilitation and delivery of training programs
- Experience working with a team approach to employee and organizational development
- Progressive leadership and management skills
- Ability to engage people in training sessions and understanding of training and development
- Superior written and verbal communication skills
- Conflict resolution and problem-solving skills
- Strong computer skills in Microsoft Office and training and development software programs
- Customer service focus, time management, organizational, and analytical skills
- Ability to work with diverse people and situations
- Valid travel documents for international travel
- Call or contact centre management and training experience
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.
