Specialist, Training and Development

Title:

Specialist, Training and Development

Department:
Training and Development

Location:

Montreal

Position Status: 12 months temporary role

The Training Specialist plays a key role in supporting the success of our Call Centre teams by developing engaging training programs, providing hands‑on coaching, and ensuring our agents are fully equipped to deliver exceptional customer experiences. This position is responsible for planning, designing, and delivering both new‑hire and ongoing learning initiatives, maintaining training documentation, and collaborating with Business Process and Operations teams to support continuous improvement across the organization.

• Plan, organize, and deliver instructor‑led training for new hires across all Call Centre functions.
• Facilitate refresher sessions, upskilling programs, and product knowledge workshops for existing employees.
• Guide new hires during their initial onboarding, including system training, call simulations, and day‑to‑day coaching.
• Host scheduled drop‑in learning sessions to support agents with complex procedures, system updates, or product changes.

• During training down time provide coaching to agents based on QA results, performance metrics, and supervisor insights.
• Identify and address knowledge gaps by partnering with Business Process teams and reviewing operational data.
• Support performance improvement initiatives by developing targeted training plans for agents or teams requiring additional guidance.
• Conduct side‑by‑side, call observations, and follow‑ups to ensure training is effectively applied on the floor.

• Create, update, and maintain all training manuals, job aids, reference materials, and procedural bulletins.
• Ensure all learning content is accurate, accessible, and consistently maintained on MILO.
• Translate business updates into clear, structured, and actionable training content.
• Communicate new procedures, system updates, promotions, and product launches to all relevant teams.

• Maintain strong relationships with external partners including hoteliers, tourist offices, and product suppliers to coordinate briefings and specialized training sessions.
• Visit Business Process Outsourcing (BPO) sites regularly to ensure training consistency, upskilling quality, and compliance with operational standards.
• Conduct coaching, audits, and refresher training during site visits.
• Liaise with tourism schools and external institutions to support recruitment efforts and promote Call Centre career opportunities.
• Coordinate tour guide programs and participate in industry outreach initiatives.

• Evaluate and track training effectiveness, adjusting programs to enhance learning outcomes.
• Remain current on industry trends, instructional methodologies, and product knowledge.

• College degree in Tourism, or relevant field
• Minimum of 1 year of experience in a Call Centre and/or Groups role along with demonstrated facilitation and/or coaching experience
• Knowledge of multiple systems including TTS, ARD, Agent Hub, GQT and Revelex
• Proficient in advanced functions of Microsoft Word, Excel, PowerPoint and Outlook
• Comprehensive knowledge of products, policies, and procedures
• Exhibits high energy and enthusiasm, with excellent interpersonal skills and the ability to motivate employees
• Strong team player, detail oriented, excellent communication and organizational skills (written and verbal)
• Ability to multitask effectively, work under pressure, assess priorities and manage daily scheduling
• Demonstrates excellent judgment, initiative and flexibility
• Fluently bilingual;
  French and English