Contact Centre Trainer

ABOUT US At TTC, we are Enriching lives by connecting people and places.    For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.    Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.      OUR VALUES Everything we do is guided by our five shared commitments:     Value Every Voice - We put people first.   Act with Integrity - We do what’s right.  Explore Beyond Boundaries - We’re driven by curiosity.   Own the Outcome - We take responsibility for our decisions.   Succeed Together - We’ve got each other’s backs.      POSITION SUMMARY 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.   KEY RESPONSIBILITIES Training Design & Delivery  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 Manager Partnership & Development  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 Digital Learning & Content Creation  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 Digital Learning & Content Creation 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   ROLE SUCCESS CRITERIA Success in this role is measured through a combination of learning effectiveness, employee performance, and behavioral impact: Training Engagement: Increased engagement and completion rates across all programs Onboarding Experience: Improved new hire satisfaction and readiness scores  Performance Impact: Measurable improvement in post-training performance (e.g., quality, productivity, sales, or service KPIs) Stakeholder Feedback: Positive and consistent feedback from managers and trainees on training effectiveness and application Knowledge Retention & Behaviour Change: Sustained performance improvements demonstrating long-term retention and application of skills   KEY COMPETENCIES FOR SUCCESS Key Competencies   Description  Linked Value/s  Collaboration   Works effectively across teams, building strong relationships to deliver shared goals.  Succeed Together, Value Every Voice  Adaptability   Responds effectively to change, adjusting priorities and approach to meet evolving needs.  Explore Beyond Boundaries  Resilience & Drive  Maintains energy and focus in challenging environments, persisting to achieve results.  Own the Outcome  Quality & Attention to Detail   Ensures accuracy, consistency, and high standards in all work, minimizing risk and rework  Act with Integrity  Developing Self & Others   Actively seeks growth and supports the development of others to build capability and performance.  Explore Beyond Boundaries, Succeed Together      YOUR EXPERIENCE AND EXPERTISE  Technical Skillset Advanced proficiency with Microsoft 365, data presentation tools, and webinar platforms Experience using key systems such as Tropics, Genesys, and Salesforce   Essential Experience  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.   Desirable Experience  Experience in a reservations, training, or contact center role within travel or hospitality Working knowledge of TTC brands and products.     TRAVEL & OTHER REQUIREMENTS Work Location: Hybrid (office & remote) – Open to hybrid in Costa Mesa, CA or Toronto, Canada or Fully Remote in the USA or Canada. Occasional support of Contact Center operations to stay current on processes. Ability to flex hours as needed to collaborate with other time zones.      If you require accommodation due to a disability, please notify us in advance so that we can make appropriate arrangements to support your needs.  The Travel Corporation may use automated tools, including AI, to support parts of the recruitment process, such as screening or assessing applications.