Specialist, Training and Development (12 Months)

Job summary

The Training Specialist is responsible for designing and delivering training programs for Call Centre staff while providing ongoing coaching and performance support. They also manage training documentation and collaborate with operational teams to ensure consistent service quality and continuous improvement.

Job details

WHO WE ARE At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go. Don’t miss this opportunity! Submit your application by September 28, 2026 to be considered for this exciting opportunity. Title: Specialist, Training and Development Department: Training and Development Location: Montreal Position Status: 12 months temporary role The Training Specialist plays a key role in supporting the success of our Call Centre teams by developing engaging training programs, providing hands-on coaching, and ensuring our agents are fully equipped to deliver exceptional customer experiences. This position is responsible for planning, designing, and delivering both new-hire and ongoing learning initiatives, maintaining training documentation, and collaborating with Business Process and Operations teams to support continuous improvement across the organization. WHAT YOU'LL BE DOING Training Design & Delivery Plan, organize, and deliver instructor-led training for new hires across all Call Centre functions. Facilitate refresher sessions, upskilling programs, and product knowledge workshops for existing employees. Guide new hires during their initial onboarding, including system training, call simulations, and day-to-day coaching. Host scheduled drop-in learning sessions to support agents with complex procedures, system updates, or product changes. Feedback & Development During training down time provide coaching to agents based on QA results, performance metrics, and supervisor insights. Identify and address knowledge gaps by partnering with Business Process teams and reviewing operational data. Support performance improvement initiatives by developing targeted training plans for agents or teams requiring additional guidance. Conduct side-by-sides, call observations, and follow-ups to ensure training is effectively applied on the floor. Documentation Management & Communication Create, update, and maintain all training manuals, job aids, reference materials, and procedural bulletins. Ensure all learning content is accurate, accessible, and consistently maintained on MILO. Translate business updates into clear, structured, and actionable training content. Communicate new procedures, system updates, promotions, and product launches to all relevant teams. Business Process Outsourcing & External Relations Maintain strong relationships with external partners including hoteliers, tourist offices, and product suppliers to coordinate briefings and specialized training sessions. Visit Business Process Outsourcing (BPO) sites regularly to ensure training consistency, upskilling quality, and compliance with operational standards. Conduct coaching, audits, and refresher training during site visits. Liaise with tourism schools and external institutions to support recruitment efforts and promote Call Centre career opportunities. Coordinate tour guide programs and participate in industry outreach initiatives. Continuous Improvement & Professional Growth Evaluate and track training effectiveness, adjusting programs to enhance learning outcomes. Remain current on industry trends, instructional methodologies, and product knowledge. WHAT YOU BRING TO THE TEAM College degree in Tourism, or relevant field Minimum of 1 year of experience in a Call Centre and/or Groups role along with demonstrated facilitation and/or coaching experience Knowledge of multiple systems including TTS, ARD, Agent Hub, GQT and Revelex Proficient in advanced functions of Microsoft Word, Excel, PowerPoint and Outlook Comprehensive knowledge of products, policies, and procedures Exhibits high energy and enthusiasm, with excellent interpersonal skills and the ability to motivate employees Strong team player, detail oriented, excellent communication and organizational skills (written and verbal) Ability to multitask effectively, work under pressure, assess priorities and manage daily scheduling Demonstrates excellent judgment, initiative and flexibility Fluently bilingual; French and English WHY WORK WITH US? Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family We offer training and development tools to help unlock your full potential Please note that these benefits apply to permanent, full-time employees. Visit our Careers page for a full list of benefits. OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine. We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application. Linguistic Requirements When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.

What you’ll do

The Training Specialist is responsible for designing and delivering training programs for Call Centre staff while providing ongoing coaching and performance support. They also manage training documentation and collaborate with operational teams to ensure consistent service quality and continuous improvement.

Requirements

Candidates must possess a college degree in Tourism or a relevant field and at least one year of experience in a Call Centre or Groups role. Proficiency in specific industry systems and advanced Microsoft Office skills are required, along with bilingual fluency in French and English.

Benefits

• Employee travel program • Health insurance • Dental insurance • Training and development tools

Listed skills

• Product Knowledge · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Coaching · Preferred
• Microsoft Word · Preferred
• Facilitation · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Training design
• Facilitation
• Coaching
• Call centre operations
• Instructional design
• Performance management
• Documentation management
• Communication
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Outlook
• Product knowledge
• Bilingualism
• Multitasking
• Organizational skills
• Product Knowledge
• Training Documentation
• Business Metrics
• Workplace Inclusivity
• Energetic
• Organizational Skills
• Instructor-Led Training
• Bilingual (French/English)
• Planning
• Upskilling
• Motivational Skills
• Auditing
• Multilingualism
• Management
• Business Process
• Business Process Outsourcing
• Continuous Improvement Process
• Training And Development
• External Relations
• Interpersonal Communications
• Operational Data Store
• Operations
• Performance Improvement
• Performance Metric
• Safety Assurance
• Scheduling
• Enthusiasm
• Detail Oriented

Job areas

• Customer Service & Support
• Human Resources
• Education
• Management & Leadership
• Hospitality
• Training and Development Specialist
• Training and Staff Development Professionals
• Training and Development Specialists