Job Description
Full job description
DRIVEN BY SERVICE
We’re driven by service. It’s the thing that ignites our passion, drives our people, and fuels our purpose. Our guests are at the center of everything we do. We go above and beyond, and we make sure that what matters to our guests, matters to us.
POSITION PURPOSE
The Training & Development Manager is responsible for leading and coordinating the activities of the Training & Development department, with the aim of providing complete and ongoing training support for all Contact Centre and Support departments in North America. Additionally, this position will be responsible for ensuring that appropriate training and development methods and technologies are used to provide the best and most efficient service to the business, and ensure our staff are the best trained in the industry.
RESPONSIBILITIES
Lead the design and ongoing development of training programs for the onboarding of staff while continuously ensuring all content aligns with each global region.
Seek continuous feedback from contact center managers on both the effectiveness of existing trainings and needs for new trainings.
Work with WFM to schedule trainings for contact center.
Train, certify, and maintain close contact with external BPO trainers to ensure they are meeting the North America standard, and take measures to ensure BPO in other regions are aware of North America processes.
Take an active role in delivering training programs for new business products, processes & systems.
Hold regular one-on-one meetings with team.
Uphold quality standards of training processes with consistent review of team’s daily tasks.
Oversee development and coaching of Development Partner team.
Meet frequently with leaders to make sure new hires are up to contact center. standards and help development partners coach and create action plans as needed.
Review monitored calls with team and take part in QA call reviews to ensure team is calibrated.
Maintain active knowledge of training best practices, including training. methodologies and technologies.
Take development trainings to develop personal knowledge.
Collaborate with product team to create and maintain documents for GKC.
Attend meetings to coordinate with support departments as needed.
Monitor Viva Engage to oversee and initiate training and product announcements.
Ensure accounts, systems, and TICO certifications are up to date for the team.
Fulfil the role of trainer as required, including delivering training sessions.
Ensure the Consultative Sales Process is incorporated into applicable trainings.
Other duties as required and assigned.
CORE COMPETENCIES
Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence through Operational Innovation and support for Self-Service, while being a global, 24x7 operation that is easy to work with.
Action Oriented: Enjoys working hard, is energized by a challenge, and isn’t afraid of acting with minimal planning.
Creativity: Generates unique ideas, adds value in brainstorming sessions, and easily makes connections between concepts.
Customer Focus: Upholds customer service excellence with a dedication to both internal and external customers.
Developing Direct Reports: Holds frequent one-on-one catch-ups, provides challenging tasks, and provides feedback to focus on career goals.
Presentation Skills: Commands attention, can change tactics midstream when something isn’t working, and can present effectively to a wide range of group sizes and skill levels.
Other Desired Competencies
Composure: Remains calm under pressure and handles stress professionally.
Dealing with Ambiguity: Effectively copes with change, isn’t upset when things are up in the air, and comfortably handles and operates in uncertainty.
Motivating Others: Can easily motivate and empower their team, brings out the best in others, and is someone people like to work with.
EXPERIENCE
2+ years related training & development experience
1+ years previous supervisory experience preferred
Knowledge of Tropics, Amadeus and Genesys preferred
Experience with Litmos or other content creation software considered an advantage
Understanding of our brands, products and policies preferred
Strong PC skills to include proficiency in Microsoft O365, data projection, Internet and webinar applications
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
DRIVEN BY SERVICE
We’re driven by service. It’s the thing that ignites our passion, drives our people, and fuels our purpose. Our guests are at the center of everything we do. We go above and beyond, and we make sure that what matters to our guests, matters to us.
POSITION PURPOSE
The Training & Development Manager is responsible for leading and coordinating the activities of the Training & Development department, with the aim of providing complete and ongoing training support for all Contact Centre and Support departments in North America. Additionally, this position will be responsible for ensuring that appropriate training and development methods and technologies are used to provide the best and most efficient service to the business, and ensure our staff are the best trained in the industry.
RESPONSIBILITIES
Lead the design and ongoing development of training programs for the onboarding of staff while continuously ensuring all content aligns with each global region.
Seek continuous feedback from contact center managers on both the effectiveness of existing trainings and needs for new trainings.
Work with WFM to schedule trainings for contact center.
Train, certify, and maintain close contact with external BPO trainers to ensure they are meeting the North America standard, and take measures to ensure BPO in other regions are aware of North America processes.
Take an active role in delivering training programs for new business products, processes & systems.
Hold regular one-on-one meetings with team.
Uphold quality standards of training processes with consistent review of team’s daily tasks.
Oversee development and coaching of Development Partner team.
Meet frequently with leaders to make sure new hires are up to contact center. standards and help development partners coach and create action plans as needed.
Review monitored calls with team and take part in QA call reviews to ensure team is calibrated.
Maintain active knowledge of training best practices, including training. methodologies and technologies.
Take development trainings to develop personal knowledge.
Collaborate with product team to create and maintain documents for GKC.
Attend meetings to coordinate with support departments as needed.
Monitor Viva Engage to oversee and initiate training and product announcements.
Ensure accounts, systems, and TICO certifications are up to date for the team.
Fulfil the role of trainer as required, including delivering training sessions.
Ensure the Consultative Sales Process is incorporated into applicable trainings.
Other duties as required and assigned.
CORE COMPETENCIES
Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence through Operational Innovation and support for Self-Service, while being a global, 24x7 operation that is easy to work with.
Action Oriented: Enjoys working hard, is energized by a challenge, and isn’t afraid of acting with minimal planning.
Creativity: Generates unique ideas, adds value in brainstorming sessions, and easily makes connections between concepts.
Customer Focus: Upholds customer service excellence with a dedication to both internal and external customers.
Developing Direct Reports: Holds frequent one-on-one catch-ups, provides challenging tasks, and provides feedback to focus on career goals.
Presentation Skills: Commands attention, can change tactics midstream when something isn’t working, and can present effectively to a wide range of group sizes and skill levels.
Other Desired Competencies
Composure: Remains calm under pressure and handles stress professionally.
Dealing with Ambiguity: Effectively copes with change, isn’t upset when things are up in the air, and comfortably handles and operates in uncertainty.
Motivating Others: Can easily motivate and empower their team, brings out the best in others, and is someone people like to work with.
EXPERIENCE
2+ years related training & development experience
1+ years previous supervisory experience preferred
Knowledge of Tropics, Amadeus and Genesys preferred
Experience with Litmos or other content creation software considered an advantage
Understanding of our brands, products and policies preferred
Strong PC skills to include proficiency in Microsoft O365, data projection, Internet and webinar applications
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
💡 Quick Summary
Seeking a career-building opportunity? The Contact Centre Training & Development Manager position is now open for candidates interested in the Human Resource (HR) Jobs sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Human Resource (HR) Jobs is a plus.