The Contact Centre Trainer is responsible for facilitating training, coaching, and mentoring on an ongoing basis for new and existing employees. The incumbent will demonstrate a supportive attitude towards Leadership, Trainers, and Agents. Primary responsibilities of the Trainer will be to help deliver the curriculum and develop and support agents throughout training and mentorship. When training classes are not scheduled the Trainer may be required to assist the management team with special projects.
RESPONSIBILITIES AND DUTIES
Work with Site Manager, OMs, TLs and Agents, to identify individual and team training requirements
Train, coach, and mentor new Agents on an ongoing basis throughout training and mentorship
Coach and mentor new agents
Measure performance of team and individual agents and address performance concerns through Coaching to Extraordinary (C2E) coaching, teaching or corrective action
Plan, coordinate and facilitate training in the sites, delivery including customer specific training, customer service training and other training required to meet company goals
Design and develop curriculum for the account to meet established objectives, including customer specific training, NEO and other training required to meet company goals
Gather and analyze participant feedback on training courses and make recommendations to improve the effectiveness of the training




Maintain training records including attendance and daily duties such as payroll and call listening
Liaison with IT team to ensure the training room computer equipment is in working order and all necessary hardware, software and connectivity is in place
Analyze Agent feedback on training courses, make recommendations to improve effectiveness of training
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
Qualifications QUALIFICATIONS
Education:
Minimum High School Diploma, Post-Secondary Training, preferably in Adult Education an asset
Experience:
A minimum of 2years direct leadership experience, coaching and developing a team preferred
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
Skills and Knowledge:
Excellent presentation skills, with a focus on adult centered learning
Ability to plan, multi-task and manage time
Excellent communication and leadership skills
Strong report writing and record keeping ability
Ability to coach and develop agents to meet company goals and KPI’s
Personal Characteristics:
Analytical thinker
Cooperative team player
Ability to express thoughts clearly and simply

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📌 Temporary Trainer - AMEX Remote (Quebec City)
🏢 Cloud5 Communications
📍 Quebec City