Contact Centre Trainer

The Travel Corporation•Toronto, ON

1d•Hybrid

About The Position

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.

Requirements

Advanced proficiency with Microsoft 365, data presentation tools, and webinar platforms
Experience using key systems such as Tropics, Genesys, and Salesforce
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.

Nice To Haves

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

Responsibilities

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
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
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
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