Contact Centre Training Manager
About the role
Position Overview
Contact Centre Training Manager plays a key leadership role in designing and executing high-impact learning strategies for the North America Contact Center. This role is responsible for the development, implementation, and continuous enhancement of both onboarding and ongoing training programs that instill a strong sales-focused mindset while promoting exceptional service across all Contact Center teams and customer touchpoints. The ideal candidate is a collaborative and strategic leader with a strong background in learning principles, proven success in training delivery, and a commitment to developing best-in-class talent.
Key Responsibilities
- Training Strategy & Program Design
- Lead the design, development, and continuous enhancement of onboarding and ongoing training programs.
- Align training content with evolving business needs, regional practices, and global standards.
- Implement consultative sales methodology into relevant training modules.
- Understand and integrate the company’s ambitious goals into training initiatives to drive performance, scalability, and strategic alignment.
- Training Delivery & Facilitation
- Deliver engaging training sessions for new hires, product launches, systems, and process changes.
- Act as a lead facilitator when needed, ensuring consistent and effective learning outcomes.
- Stakeholder & Team Collaboration
- Work closely with WFM to schedule and manage training calendars.
- Partner with contact center leadership to gather feedback and identify training gaps.
- Collaborate with external BPO trainers to ensure alignment with North American quality and process expectations.
- Collaborate with global training teams to ensure alignment and consistency in meeting training standards and business needs.
- Team Development & Coaching
- Coach and support a team of Development Partners.
- Conduct regular one-on-ones, quality reviews, and calibration sessions.
- Provide ongoing feedback, career development support, and professional growth opportunities.
- Quality & Performance Oversight
- Uphold and refine training quality standards.
- Monitor QA call reviews, assist in calibration, and track training effectiveness.
- Coordinate with the product team to maintain accurate and up-to-date training materials and documentation (e.g., GKC).
- Technology & Innovation
- Stay current with trends in training delivery and learning technologies.
- Utilize tools like Litmos, Viva Engage, and Microsoft 365 to enhance learning engagement and knowledge retention.
- Demonstrates a strong ability to quickly learn and adapt to new technologies, enabling effective facilitation of training for newly introduced business tools and systems.
- Operational Support
- Ensure all systems access, accounts, and certifications (e.g., TICO) are maintained and compliant.
- Proactively communicate training updates and product announcements.
- Attend cross-functional meetings to align training with business priorities.
Core Competencies
- Customer Focus: Champions exceptional internal and external customer service.
- Action Oriented: Takes initiative and works with urgency to meet goals.
- Presentation & Facilitation Skills: Communicates confidently and clearly with diverse audiences.
- Developing Others: Coaches, motivates, and supports career growth in others.
- Creativity: Brings fresh ideas and adaptable solutions to challenges.
- Composure: Maintains professionalism and calm in high-pressure situations.
- Dealing with Ambiguity: Navigates change and uncertainty with confidence.
- Motivating Others: Fosters team morale and engagement.
- Adaptability: Thrives in a dynamic environment; embraces change with a positive mindset and adjusts quickly to shifting business needs, priorities, and tools.
Qualifications & Experience
- 2+ years in training and development, preferably in a contact center or customer service environment
- 1+ years of supervisory or team leadership experience
- Knowledge of systems such as Tropics, Amadeus, Genesys, and familiarity with LMS platforms (e.g., Litmos) a strong asset
- Strong technical skills with Microsoft O365 and virtual facilitation tools
- Understanding of TTC’s tour brands, products, and policies is an asset
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.
Contact Centre Training Manager
About the role
Position Overview
Contact Centre Training Manager plays a key leadership role in designing and executing high-impact learning strategies for the North America Contact Center. This role is responsible for the development, implementation, and continuous enhancement of both onboarding and ongoing training programs that instill a strong sales-focused mindset while promoting exceptional service across all Contact Center teams and customer touchpoints. The ideal candidate is a collaborative and strategic leader with a strong background in learning principles, proven success in training delivery, and a commitment to developing best-in-class talent.
Key Responsibilities
- Training Strategy & Program Design
- Lead the design, development, and continuous enhancement of onboarding and ongoing training programs.
- Align training content with evolving business needs, regional practices, and global standards.
- Implement consultative sales methodology into relevant training modules.
- Understand and integrate the company’s ambitious goals into training initiatives to drive performance, scalability, and strategic alignment.
- Training Delivery & Facilitation
- Deliver engaging training sessions for new hires, product launches, systems, and process changes.
- Act as a lead facilitator when needed, ensuring consistent and effective learning outcomes.
- Stakeholder & Team Collaboration
- Work closely with WFM to schedule and manage training calendars.
- Partner with contact center leadership to gather feedback and identify training gaps.
- Collaborate with external BPO trainers to ensure alignment with North American quality and process expectations.
- Collaborate with global training teams to ensure alignment and consistency in meeting training standards and business needs.
- Team Development & Coaching
- Coach and support a team of Development Partners.
- Conduct regular one-on-ones, quality reviews, and calibration sessions.
- Provide ongoing feedback, career development support, and professional growth opportunities.
- Quality & Performance Oversight
- Uphold and refine training quality standards.
- Monitor QA call reviews, assist in calibration, and track training effectiveness.
- Coordinate with the product team to maintain accurate and up-to-date training materials and documentation (e.g., GKC).
- Technology & Innovation
- Stay current with trends in training delivery and learning technologies.
- Utilize tools like Litmos, Viva Engage, and Microsoft 365 to enhance learning engagement and knowledge retention.
- Demonstrates a strong ability to quickly learn and adapt to new technologies, enabling effective facilitation of training for newly introduced business tools and systems.
- Operational Support
- Ensure all systems access, accounts, and certifications (e.g., TICO) are maintained and compliant.
- Proactively communicate training updates and product announcements.
- Attend cross-functional meetings to align training with business priorities.
Core Competencies
- Customer Focus: Champions exceptional internal and external customer service.
- Action Oriented: Takes initiative and works with urgency to meet goals.
- Presentation & Facilitation Skills: Communicates confidently and clearly with diverse audiences.
- Developing Others: Coaches, motivates, and supports career growth in others.
- Creativity: Brings fresh ideas and adaptable solutions to challenges.
- Composure: Maintains professionalism and calm in high-pressure situations.
- Dealing with Ambiguity: Navigates change and uncertainty with confidence.
- Motivating Others: Fosters team morale and engagement.
- Adaptability: Thrives in a dynamic environment; embraces change with a positive mindset and adjusts quickly to shifting business needs, priorities, and tools.
Qualifications & Experience
- 2+ years in training and development, preferably in a contact center or customer service environment
- 1+ years of supervisory or team leadership experience
- Knowledge of systems such as Tropics, Amadeus, Genesys, and familiarity with LMS platforms (e.g., Litmos) a strong asset
- Strong technical skills with Microsoft O365 and virtual facilitation tools
- Understanding of TTC’s tour brands, products, and policies is an asset
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.