The Travel Corporation
Position Overview
Contact Centre Training Manager plays a key leadership role in designing and executing high-impact learning strategies for the North America Contact Center. This role is responsible for the development, implementation, and continuous enhancement of both onboarding and ongoing training programs that instill a strong sales-focused mindset while promoting exceptional service across all Contact Center teams and customer touchpoints. The ideal candidate is a collaborative and strategic leader with a strong background in learning principles, proven success in training delivery, and a commitment to developing best-in-class talent.
Key Responsibilities
Training Strategy & Program Design
- Lead the design, development, and continuous enhancement of onboarding and ongoing training programs.
- Align training content with evolving business needs, regional practices, and global standards.
- Implement consultative sales methodology into relevant training modules.
- Understand and integrate the company’s ambitious goals into training initiatives to drive performance, scalability, and strategic alignment.
Training Delivery & Facilitation
- Deliver engaging training sessions for new hires, product launches, systems, and process changes.
- Act as a lead facilitator when needed, ensuring consistent and effective learning outcomes.
Stakeholder & Team Collaboration
- Work closely with WFM to schedule and manage training calendars.
- Partner with contact center leadership to gather feedback and identify training gaps.
- Collaborate with external BPO trainers to ensure alignment with North American quality and process expectations.
- Collaborate with global training teams to ensure alignment and consistency in meeting training standards and business needs.
Team Development & Coaching
- Coach and support a team of Development Partners.
- Conduct regular one-on-ones, quality reviews, and calibration sessions.
- Provide ongoing feedback, career development support, and professional growth opportunities.
Quality & Performance Oversight
- Uphold and refine training quality standards.
- Monitor QA call reviews, assist in calibration, and track training effectiveness.
- Coordinate with the product team to maintain accurate and up-to-date training materials and documentation (e.g., GKC).
Technology & Innovation
- Stay current with trends in training delivery and learning technologies.
- Utilize tools like Litmos, Viva Engage, and Microsoft 365 to enhance learning engagement and knowledge retention.
- Demonstrates a strong ability to quickly learn and adapt to new technologies, enabling effective facilitation of training for newly introduced business tools and systems.
Operational Support
- Ensure all systems access, accounts, and certifications (e.g., TICO) are maintained and compliant.
- Proactively communicate training updates and product announcements.
- Attend cross-functional meetings to align training with business priorities.
Core Competencies
- Customer Focus: Champions exceptional internal and external customer service.
- Action Oriented: Takes initiative and works with urgency to meet goals.
- Presentation & Facilitation Skills: Communicates confidently and clearly with diverse audiences.
- Developing Others: Coaches, motivates, and supports career growth in others.
- Creativity: Brings fresh ideas and adaptable solutions to challenges.
- Composure: Maintains professionalism and calm in high-pressure situations.
- Dealing with Ambiguity: Navigates change and uncertainty with confidence.
- Motivating Others: Fosters team morale and engagement.
- Adaptability: Thrives in a dynamic environment; embraces change with a positive mindset and adjusts quickly to shifting business needs, priorities, and tools.
Qualifications & Experience
- 2+ years in training and development, preferably in a contact center or customer service environment
- 1+ years of supervisory or team leadership experience
- Knowledge of systems such as Tropics, Amadeus, Genesys, and familiarity with LMS platforms (e.g., Litmos) a strong asset
- Strong technical skills with Microsoft O365 and virtual facilitation tools
- Understanding of TTC’s tour brands, products, and policies is an asset
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