24-7 Intouch Inc - Greenwood Village, CO

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24-7 Intouch Contact Centers is one of the sectors fastest growing companies and we are expanding our Learning & Development team! We offer competitive pay, benefits, flexibility, and growth opportunities. We are currently accepting applications for a Training Facilitator for our Denver, Colorado location.


The Training Facilitator will be responsible for developing training modules and running classes. They will be responsible for delivering training programs for up to 20-25 people in training sessions. They will test employees for readiness, learn new products and services and deliver the information by developing creative teaching techniques.

Essential Functions:

 Assesses training needs
 Develops training plans and curriculum
 Develops and delivers training materials including tests to measure knowledge of trainees
 Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with gatekeepers; calming down irate customers; creating a warm and positive experience for all customers
 Teaches sales and customer service techniques
 Develops and administers knowledge assessment testing
 Recommends and develops recursive training when necessary
 Interacts with all areas of the business on products and services to ensure current information at all times
 Provides training to existing employees on new accounts
 Assists with Quality Assurance monitoring, feedback, coaching
 Provides reporting on effectiveness, progress, improvements
 Some travel may be required

Critical Skills & Educational Requirements:

 Undergraduate Degree in Education or Business Administration or equivalent work experience required
 Must have knowledge of adult learning principles and the ability to implement these principles into a training curriculum
 3+ years previous contact center experience preferred
 Experienced in customer service training
 Knowledgeable about existing and emerging training methods/tools
 Knowledge of call center systems, ACD/IVR, performance statistics
 Coaching and mentoring experience
 Strong verbal and written communication skills
 Strong presentation skills
 Able to multi-task effectively
 Strong PC skills in Word, Excel, PowerPoint, etc.
 Experience in client communication, representing training and quality programs