Learning & Development Specialist, Contact Center

Scene+•Toronto, ON

63d•Hybrid

About The Position

At Scene+, we foster an entrepreneurial spirit that drives our mission: making tomorrow even more rewarding for our members. As a unique joint venture between Cineplex, Empire, and Scotiabank, and a network of partners, we have spent over 17 years delivering unparalleled rewards and experiences. As we scale and evolve, our focus on innovation and technology is redefining what it means to be an iconic brand that prioritizes a member-centric experience. Data is not just a tool for us. It’s the engine powering our growth strategy and our journey to becoming Canada’s most beloved loyalty program. We leverage it to provide personalized rewards and create meaningful connections with our members. Joining Scene+ now means stepping into a role where your passion and skills can make a tangible impact on millions of members. With rewards for every lifestyle, we believe there’s always something to look forward to. Come be a part of our journey - create exceptional outcomes, collaborate across teams, and shape the future with us. Reporting to the Director of Member Services, we are hiring a Learning and Development Specialist to ensure our Contact Centre staff have the knowledge and skills needed to provide exceptional service to our Members. As our new Learning and Development Specialist, you will partner training teams and vendors to ensure learning materials and programs are targeted, timely, and highly effective. You will deliver refresher sessions and update knowledge base content, identifying emerging trends and needs based on call analysis. You will also ensure updates from partners and policy changes are clearly communicated and embedded across the team. This job posting is for an existing vacancy that is a full-time, hybrid role working three days per week on site in our Toronto office.

Requirements

The experience. You have progressive experience in Learning & Development or Training, including delivering onboarding, refresher, and ad hoc training in fast-paced, frontline or Contact Centre environments. You understand how to translate processes, policies, and system changes into clear, practical training that supports accuracy, consistency, and confidence in day-to-day execution. You are confident leading training sessions for diverse audiences and learning styles. You can simplify complex information, respond effectively to learner questions, and provide ongoing support during and after training.
The practical knowledge. You have applied knowledge of adult learning principles and training best practices. You have a proven ability to create and adapt training content (e.g., presentations, job aids, e-learning modules) that supports learning objectives. You have experience in maintaining Knowledge Base content and training documentation, such as e-learning modules/job aids. Ideally, you have experience supporting contact centres or customer service environments.
The communication expertise. You have exceptional verbal, written, and presentation skills. You can present processes and policies clearly and easily for learners. You can build trusting and influential relationships with internal teams, external partners, and service providers. You have the confidence and open-minded approach to gather feedback and use it to improve training delivery.
The continuous improvement and learner-focused mindset. You can manage multiple inputs, balance priorities, and act as a reliable point of connection across teams. You are detail-oriented and disciplined in ensuring content remains accurate, current, and aligned with evolving processes, policies, and systems. You value feedback and use data, learner insights, and performance outcomes to refine training experiences. You are motivated by helping others succeed and constantly seek ways to improve engagement, knowledge retention, and the overall learner experience.
The technical skills. You are highly proficient with Learning Management Systems, e-learning tools (e.g., Articulate), and Microsoft Office Suite.

Nice To Haves

You have experience in maintaining Knowledge Base content and training documentation, such as e-learning modules/job aids.
Ideally, you have experience supporting contact centres or customer service environments.