Trainer, Bilingual

Location:

75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% onsite

Reports to:

Training Supervisor

Contract:

Regular, Full-time

Education :
College Diploma or equivalent

Travel Requirements:
No

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®;
Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills
• Progressive work environment
  - If you have skills to prove we have all ladders for you to grow
• Flexible
  - We believe in results
• Innovative
  - All ideas matter
• Inclusive
  - Everyone is Included and everyone wins

As a Trainer, you will use your training expertise, communication skills, and empathy to support and develop new and existing team members. Working with global clients, you will deliver engaging training and on-the-job support aligned with business goals and quality standards. By adapting to individual learning needs and providing timely, constructive feedback, you will help drive performance, consistency, and a positive learning experience.

• End-to-End Training Management:
  Execute the full training cycle (Analysis, Planning, Implementation, and Evaluation) for new hire classes, retraining, cross-training, and up-skilling.
• Adaptive Instruction:
  Identify learner profiles and adapt motivational methods and teaching styles to meet individual needs and diverse learning situations.
• OJT Support:
  Actively monitor and support new trainees during the On-the-Job Training (OJT) period to ensure a smooth transition from classroom to production.
• Instructional Tools:
  Expertly utilize training tools and create impactful visual aids to enhance the learning experience.
• Objective Assessment:
  Determine appropriate evaluation levels and develop instruments to measure training impact, using objective methods to track and interpret learner progress.
• Inclusive Environment:
  Conduct all sessions in accordance with equality legislation, ensuring language and behaviors promote an inclusive, respectful, and professional atmosphere.
• Feedback & Counseling:
  Provide timely, constructive feedback and professional counseling to trainees to drive performance improvement.
• Program Expertise:
  Maintain mastery of all product knowledge, quality guidelines, and client programs, ensuring all training materials remain current and accurate.
• Diplomatic Communication:
  Utilize excellent interpersonal skills to assist the community via phone and email with tact, diplomacy, and a service-oriented attitude.
• Settlement Navigation:
  Deliver and explain settlement offers to hosts and guests, clearly articulating how assessments were reached.
• Crisis Management:
  Maintain a calm and empathetic demeanor, personalizing responses and remaining level-headed in challenging or high-pressure situations.

• Language Proficiency:
  Strong fluency in English (enunciation, clarity, and professionalism) is required; proficiency in a second regional language is a significant plus.
• Technical Aptitude:
  Strong working knowledge of computers and the ability to rapidly learn and adapt to new technologies.
• Leadership &
  
  Soft Skills:
  
  Proven classroom leadership, organizational, and prioritization skills with the ability to inspire and motivate trainees.
• Detail Orientation: A meticulous eye for detail and a thorough understanding of client expectations and quality standards.
• Operational Excellence:
  Ability to deliver against key performance targets with high quality and high velocity.
• Solves Problem
• Communicates Effectively
• Demonstrates Collaboration
• Maintains Composure
• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Paid 5 weeks of…