Training Manager

About the Job

We are changing the way people think about customer care, and we need your help!

We’re seeking a Training Manager to manage all aspects of training plans for one of our largest programs. This role will also be responsible for the direct supervision and leadership of the Training and Development team. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our team members. 

As Training Manager, You Will…

Plan, develop and implement comprehensive professional development and training plans/programs

Promote an inclusive learning environment; enhance positive employee engagement and leadership development

Oversee the effective delivery of computer training and learning programs

Provide direction of new initiatives, opportunities and foster "best in practice" training and professional development

Develop cost-effective programs with a variety of measures

Provide coaching to staff to support superior performance by developing individual professional development plans

Lead orientation and onboarding activities for new managers and support staff

Develop training policies, manuals, multimedia visual aids, web-site pages and other educational materials to support learning and development initiatives

Select, develop, supervise, evaluate and train the staff development team

Manage the contractual relationships with external software providers, vendors and guest speakers

International Travel is required 

As Training Manager, You Have…

3-year degree or equivalent from a recognized post-secondary institution in Human Resources or Organizational Development, or a directly related field is required

Call/Contact Centre management and training experience would be considered to be a great asset

Minimum 5-years of experience in a training and development environment including direct facilitation and delivery of training programs

Experience working with a team approach to employee and organizational development (required)

Demonstrated, progressive leadership and management skills, preferably in a related environment

Demonstrated ability to engage people in a training session, combined with solid understanding of the role of training and development 

Superior written and verbal communication skills, conflict resolution and problem solving skills

Strong computer skills in all Microsoft Office programs and training and development software programs

Excellent customer service focus with strong time management, organizational and analytical skills

Ability to work in an environment where diversity of people and situations are encountered

Valid travel documents for international travel