Contact Center Trainer

📋 Description

• Provide engaging and impactful learning experiences that enhance employee capability, confidence, and performance across all brands.

• Design, update, and implement training programs for new hires and ongoing development that immerse employees in brand culture, products, and systems.

• Conduct product training for new launches utilizing creative and interactive methods to enhance engagement and knowledge retention.

• Create and manage a monthly training calendar featuring clear class descriptions for employees and managers.

• Collaborate with leaders to identify skill gaps and deliver targeted development initiatives that promote performance excellence.

• Work alongside managers to evaluate training needs, maintain performance standards, and provide focused development opportunities.

• Monitor training effectiveness and offer actionable insights regarding employee performance and progression.

• Aid professional development initiatives across all brands and participate in special training projects.

• Design accessible and engaging digital learning solutions that facilitate continuous development and scalable training delivery.

• Develop and maintain online learning content using Litmos and Articulate, ensuring that materials are up-to-date, interactive, and effective.

• Communicate training updates and distribute resources through Viva Engage and other internal communication platforms.

• Cultivate a positive and engaging learning atmosphere that enhances connection, confidence, and brand advocacy.

• Serve as a brand ambassador for new hires, fostering an engaging and supportive onboarding experience from day one.

• Occasionally assist Contact Center operations by managing service interactions to remain connected to team workflows and customer needs.

⛳️ Requirements

• A minimum of one year of experience in training, facilitation, learning & development, or coaching roles.

• Demonstrated experience in delivering instructor-led and/or virtual training programs within a fast-paced operational setting.

• Excellent communication, presentation, and facilitation abilities.

• Capacity to engage diverse audiences with creativity, patience, and professionalism.

• Proven ability to juggle multiple priorities with adaptability and composure in a high-pressure environment.

• Experience in reservations, training, or contact center roles within the travel or hospitality industry.

• Familiarity with TTC brands and products.

• Advanced proficiency in Microsoft 365, including MS Teams.

• Advanced skills in data presentation tools and webinar platforms.

• Experience with essential systems such as Tropics, Genesys, and Salesforce.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development opportunities