Training Lead
Confirmed on the employer's own hiring board on Oct 6, 2026. First seen by Alion on Apr 9, 2026. IntouchCX scores B on the Alion truth index.
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