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Training Manager - FILLED
Contact Centre / BPO
up to $50K +
Director, Operations
​Mississauga, Ontario
Full Time

Our client is a leading outsourced contact centre offering both inbound and outbound omni-channel communications as well as supporting back office processes. They serve FP500 clients across regulated markets from three state of the art facilities. 
The Sales & Service Trainer trains and facilitates modules for both technical and soft skills to support the individual and organizational performance of outbound Sales & Service personnel in a multi-channel contact center (email, phone, fax, web chat).

This person must be results oriented, detail oriented and a self -starter who can interact with groups of people, communicate well and foster relationships. To be successful in this role this person must influence results through training.
  • Training curriculum development and facilitation for both technical and soft skills training initiatives, incorporating theories of adult learning, interactive training techniques, and assessment and analytical tools to best meet the needs of the intended audience.
  • Develop and facilitate curriculum for new employee’s, new client programs and refresher/remedial training.
  • Provide coaching and feedback support as requested to improve individual and group performance.
  • Collaborate with operations management team to identify and analyze people, systems and processes to improve individual and group performance.
  • Identify areas for development and improvement and make suggestions to support our goals (KPIs).
  • Prepare, maintain and update reports and documentation as identified and requested.
  • Interact with other departments to develop and maintain knowledge of systems, products and procedures.
  • Participate in cross-functional communications and meetings to support the Sales and Service and training departments.
  • Demonstrate a positive attitude, lead and facilitate change and model professionalism in all contacts with internal and external customers.
  • Take responsibility for maintaining knowledge and resources regarding company initiatives and professional trends within the industry.
  • Adhere to, support and administer both company and Sales and Services policies and procedures as defined.
  • Perform additional responsibilities as requested.
Please attach your resume in Word format. 
Thank you.
Must be an outgoing, results oriented individual whom thrives on transferring knowledge and can influence behaviour.
  • 2+ years supervisory experience in an inbound &outbound call centre environment
  • Demonstrated competency in outbound sales and/or soft skills training implementation.
  • Strong communication skills, with ability to articulate ideas to associates in a clear and concise manner
  • Exhibits aptitude for juggling multiple and changing priorities efficiently and effectively
  • Computer skills with aptitude for learning & using multiple systems.
  • Proven ability to communicate clearly and concisely.
  • Proven ability to facilitate/present in a group environment and also on an individual basis incorporating interactive training techniques
  • Proven ability to engage, motivate and influence results at both an individual and group level.
  • Able to commit to a flexible work schedule that may include occassional odd hours in support of newcampaign launches.
  • Bachelors degree preferred
  • ​College / diploma graduate