Frontline Training Instructor Travel & Coaching Specialist

Air Canada; Dorval; On-site; CAD 60,000 - 85,000; Full time

Job summary

Air Canada in Dorval, Quebec seeks an instructor to plan, facilitate, and continuously improve training for front-line Contact Centre employees. You will coordinate regional training needs, deliver learning programs, and provide coaching and operational support to employees and instructors.

The role also supports instructors under LO U17, through coaching, guidance, and operational coordination. Travel is required approximately 20% to 30% of the time and collaboration with CCST is essential for

Qualifications

• High school diploma is required.
• Demonstrated interest in facilitating adult learning in a Contact Centre environment.
• Demonstrated initiative and excellent time-management skills.
• Sound knowledge of adult-learning methodologies.
• Commitment to delivering high-quality customer experience.
• Excellent written and verbal communication skills.
• Experience facilitating instructor-led or virtual learning for adults.
• Ability to build effective working relationships with learners, instructors, leaders and operational partners.
• Proficiency with Microsoft Word and PowerPoint.
• Ability to meet deadlines, work under pressure, and prioritize multiple projects.
• Ability to adapt delivery plans to changing operational requirements.
• Strong leadership and conflict-resolution skills.
• Ability to work independently with minimal supervision.
• Previous experience in training or learning environments.
• Knowledge of the Amadeus Altéa reservation system.

Responsibilities

• Deliver and facilitate classroom training for customer service and related topics.
• Evaluate participant performance and provide feedback and coaching.
• Provide coaching and operational support to front-line employees and instructors.
• Plan and schedule training sessions, events and activities.
• Prepare reports on training activities as required.
• Prepare, update, and maintain training materials and pre/post-training docs.
• Review and evaluate training programs and implement approved changes.
• Collaborate with CCST team to ensure consistent delivery.
• Support future e-learning and soft-skills training initiatives.
• Conduct site reviews to assess classroom readiness and training standards.

Skills

Adult learning facilitation

Time management

Communication

Leadership

Conflict resolution

Relationship building

Independent work

Education

High school diploma

Tools

Microsoft Word

PowerPoint

Amadeus Altéa reservation system

Job description

Air Canada in Dorval, Quebec seeks an instructor to plan, facilitate, and continuously improve training for front-line Contact Centre employees. You will coordinate regional training needs, deliver learning programs, and provide coaching and operational support to employees and instructors.

The role also supports instructors under LO U17, through coaching, guidance, and operational coordination. Travel is required approximately 20% to 30% of the time and collaboration with CCST is essential for