Specialist, Training and Development (12 Months)
Air Canada Vacations
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Benefits offered by this job
Job summary
Air Canada Vacations in Montreal is seeking a Training Specialist to design and deliver engaging programs for our Call Centre teams, oversee onboarding, and drive continuous improvement.
You will partner with Business Process and Operations, maintain training materials on MILO, translate updates, and coach agents to deliver outstanding customer experiences. This is a 12‑month, hybrid role with cross‑functional collaboration.
Qualifications
- College degree in Tourism or relevant field.
- Minimum 1 year of experience in a Call Centre and/or Groups role with facilitation or coaching experience.
- Fluently bilingual; French and English.
- Knowledge of systems including TTS, ARD, Agent Hub, GQT and Revelex.
Responsibilities
- 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 onboarding, including system training, call simulations, and day‑to‑day coaching.
- Translate business updates into clear, structured training content.
Skills
Education
Tools
Job description
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!
If you’re someone who’s passionate about exploring the world and sharing that enthusiasm with our customers, we’d love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!
If you’re someone who’s passionate about exploring the world and sharing that enthusiasm with our customers, we’d love to welcome you to our team.
For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
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
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
When qualifications are equal, preference will be given to bilingual candidates.
The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.
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