Trainer - Contact Centre Sales and Service

Role: Trainer - Contact Centre Sales and ServiceStatus: Full Time - 12-months ContractReports to: Senior Manager - Learning, Development, and ChangeLocation: Markham
Compensation: $69,136 - $110,618

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Key Responsibilities:

Instructional Design & Development:

Develop, design, and deliver high-quality training materials, including but not limited to instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides.
Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences.
Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software.

Performance Management & Coaching:

Analyze call quality data, identify top errors and trends within the Service planning area.
Identify top call drivers and their impact on customer satisfaction and business outcomes.
Develop and implement strategies to address identified performance gaps.
Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement.
Coach agents on areas of weakness and provide support for their professional development.

Operations & Stakeholder Collaboration:

Collaborate closely with vendor managers to monitor and analyze agent performance data.
Gathering input from Operations teams to ensure training materials and programs align with business objectives.
Understanding business needs and identifying training opportunities.

Training Delivery & Facilitation:

Facilitate engaging and impactful training sessions for new hires and existing agents.
Creating and delivering training content for vendor locations.
Facilitating "train-the-trainer" sessions for vendor supervisors.
Working closely with vendor managers to monitor and analyze agent performance.
Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams.
Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training.

Continuous Improvement:

Stay abreast of industry best practices, emerging learning technologies, and industry trends.
Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback.

Administrative Support:

Maintain accurate records of training activities, participant attendance, and training materials.
Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports.

Qualifications:

5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry.
Proven experience in facilitating engaging and effective training sessions for adult learners.
Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE).
Proficiency in using a Learning Management System (LMS).
Experience with authoring tools (e.g., Articulate Storyline) is a strong asset.
Excellent written and verbal communication, presentation, and interpersonal skills.
Strong analytical and problem-solving skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with CRM systems is a plus.
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team.