Contact Centre Trainer

POSITION SUMMARY

As a Contact Centre Trainer, you’ll play a key role in inspiring, challenging, and developing employees across all brands. You’ll design and deliver impactful training, coaching, and mentorship that builds capability, confidence, and consistency, enabling teams to perform at their best. In doing so, you’ll strengthen a highly skilled and engaged workforce, directly supporting TTC’s purpose by driving exceptional service and memorable experiences.

Training Design & Delivery 

Deliver engaging and impactful learning experiences that build employee capability, confidence, and performance across all brands.

• Design, update, and deliver new-hire and ongoing training programs that immerse employees in brand culture, products, and systems
• Deliver product training for new launches using creative, interactive methods to drive engagement and knowledge retention
• Create and maintain a monthly training calendar with clear class descriptions for employees and managers

Manager Partnership & Development 

Partner with leaders to identify capability gaps and deliver targeted development that supports performance excellence. 

• Collaborate with managers to assess training needs, uphold performance standards, and deliver focused development opportunities
• Track training impact and provide actionable insights on employee performance and progression
• Support professional development initiatives across all brands and contribute to special training projects

Digital Learning & Content Creation 

Develop accessible, engaging digital learning solutions that support continuous development and scalable training delivery. 

• Create and maintain online learning content using Litmos and Articulate, ensuring materials are current, interactive, and effective
• Communicate training updates and share resources through Viva Engage and other internal platforms

Digital Learning & Content Creation

Foster a positive and engaging learning environment that strengthens connection, confidence, and brand advocacy.

• Act as a brand ambassador for new hires, creating an engaging and supportive onboarding experience from day one
• Occasionally support Contact Centre operations by handling service interactions to stay connected to team workflows and customer needs

ROLE SUCCESS CRITERIA

Success in this role is measured through a combination of learning effectiveness, employee performance, and behavioral impact:

• Training Engagement: Increased engagement and completion rates across all programs
• Onboarding Experience: Improved new hire satisfaction and readiness scores 
• Performance Impact: Measurable improvement in post-training performance (e.g., quality, productivity, sales, or service KPIs)
• Stakeholder Feedback: Positive and consistent feedback from managers and trainees on training effectiveness and application
• Knowledge Retention & Behaviour Change: Sustained performance improvements demonstrating long-term retention and application of skills

KEY COMPETENCIES FOR SUCCESS

YOUR EXPERIENCE AND EXPERTISE 

Technical Skillset

• Advanced proficiency with Microsoft 365, data presentation tools, and webinar platforms

• Experience using key systems such as Tropics, Genesys, and Salesforce

Essential Experience 

• At least one year of experience in training, facilitation, learning & development, or coaching role.
• Proven experience delivering instructor-led and/or virtual training programs in a fast-paced operational environment.
• Strong communication, presentation, and facilitation skills.
• Ability to engage diverse audiences with creativity, patience, and professionalism
• Proven ability to manage multiple priorities with flexibility and composure in a fast-paced environment.

Desirable Experience 

• Experience in a reservations, training, or contact center role within travel or hospitality
• Working knowledge of TTC brands and products.

TRAVEL & OTHER REQUIREMENTS

• Work Location: Hybrid (office & remote) – Open to hybrid in Costa Mesa, CA or Toronto, Canada or Fully Remote in the USA or Canada.
• Occasional support of Contact Center operations to stay current on processes.
• Ability to flex hours as needed to collaborate with other time zones.