Trainer - Contact Centre Sales and Service
About The Position
Enercare Inc. is a leading Canadian home and commercial services company with a broad reach across multiple provinces. We are committed to being the Experts at Home, operating under various brands and fostering a diverse, collaborative culture. We prioritize health and safety and are dedicated to community support. Our company invests in employee growth, offering opportunities to learn and develop expertise. We are actively seeking individuals to join our team as Experts. This full-time, 12-month contract role for a Trainer in Contact Centre Sales and Service reports to the Senior Manager of Learning, Development, and Change. The position is based in Markham. The compensation range is $69,136 - $110,618, which includes base salary and potential incentive pay. Incentive pay is not guaranteed and is contingent on individual performance and company results. The final compensation will be determined by skills, experience, and qualifications.
Requirements
- 5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry.
- Proven experience in facilitating engaging and effective training sessions for adult learners.
- Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE).
- Proficiency in using a Learning Management System (LMS).
- Excellent written and verbal communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong attention to detail and organizational skills.
- Ability to work independently and as part of a team.
Nice To Haves
- Experience with authoring tools (e.g., Articulate Storyline) is a strong asset.
- Experience with CRM systems is a plus.
Responsibilities
- Develop, design, and deliver high-quality training materials, including instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides.
- Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences.
- Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software.
- Analyze call quality data, identify top errors and trends within the Service planning area.
- Identify top call drivers and their impact on customer satisfaction and business outcomes.
- Develop and implement strategies to address identified performance gaps.
- Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement.
- Coach agents on areas of weakness and provide support for their professional development.
- Collaborate closely with vendor managers to monitor and analyze agent performance data.
- Gather input from Operations teams to ensure training materials and programs align with business objectives.
- Understand business needs and identify training opportunities.
- Facilitate engaging and impactful training sessions for new hires and existing agents.
- Create and deliver training content for vendor locations.
- Facilitate "train-the-trainer" sessions for vendor supervisors.
- Work closely with vendor managers to monitor and analyze agent performance.
- Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams.
- Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training.
- Stay abreast of industry best practices, emerging learning technologies, and industry trends.
- Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback.
- Maintain accurate records of training activities, participant attendance, and training materials.
- Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
