About IntouchCX We are a global leader in customer experience management, digital engagement, and AI and automation solutions. Our approach is rooted in curiosity, creativity, and innovation to deliver exceptional results. The Job As one of the world's leading outsourcing companies, we are seeking our next generation of leaders who can foster a bold and competitive culture that sets the bar for excellence. Duties and Responsibilities The Training Lead will oversee training initiatives by providing support and supervision to our Training Facilitators and Training Support staff. Key responsibilities include: - Promoting an inclusive learning environment with a focus on employee engagement and retention - Managing the client-partner relationship as the point of contact for the Training team - Providing coaching and development based on performance evaluations to direct reports - Analyzing trainee performance and trends - Participating in client-partner meetings - Being responsible for various tasks such as business reviews, reporting obligations and project management - Demonstrating an understanding of HR and local labor regulations - Implementing comprehensive professional development plans and training programs - Providing direction for new training and professional development initiatives - Upholding existing best practices of the training department, while developing and communicating new procedures Requirements To be successful in this role, you will need: - A high school diploma or equivalent (required) - A degree (or equivalent) in Human Resources, Instructional Design, Teaching or Organizational Development (preferred) - A 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 - The 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 facilitation 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 Seniority level Mid-Senior level Employment type Full-time Job function Education and Training Industries Outsourcing and Offshoring Consulting