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.