Trainer

AIR CANADA; Dorval; On-site; CAD 50,000 - 70,000; Full time

Job summary

Air Canada’s Corporate Training team for Customer Service seeks a Trainer to plan, facilitate, and continuously improve training for front-line Contact Centre staff. The role includes coaching, coordinating regional needs, and supporting LOu17 provisions, with ~20–30% travel.

Strong facilitation, feedback, and reporting skills are essential. Responsibilities cover classroom and online delivery, material updates, and collaboration with delivery leads to ensure consistent, high-quality training.

Qualifications

• Facilitate training for adults in a Contact Centre environment.

Responsibilities

• Deliver and facilitate customer service training and related content.

Skills

Adult learning

Facilitation

Coaching

Communication

Time management

MS Word

PowerPoint

Independent work

Bilingual English/French

Education

High school diploma

Tools

Amadeus Altéa

MS Word

PowerPoint

Job description

Belonging to Air Canada is belonging to a Canadian symbol, Air Canada recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

The Corporate Training team - Customer Service is looking for a Trainer who will ensure the planning, facilitation, and continuous improvement of training intended for front-line Contact Centre employees.

The Trainer will coordinate regional training needs, facilitate learning programs, and provide coaching as well as operational support to employees and trainers.

The role also includes supporting trainers covered by Letter of Understanding 17 (LOU17), notably through coaching, advice, and operational coordination. Travel is required approximately 20% to 30% of the time.

Responsibilities:

• Deliver and facilitate classroom training on customer service, initial training, technical content, regulatory requirements, and interpersonal skills, as needed.
• Assess participant performance and provide them with timely, constructive feedback and coaching.
• Provide coaching and operational support to front-line employees as well as trainers covered by LOU17, as needed.
• Plan training sessions, events, and related activities, and establish their schedules.
• Prepare reports on training activities, as needed.
• Prepare, update, and maintain training and communication materials, including pre- and post-training documentation.
• Review and evaluate existing or proposed training programs, recommend improvements, and implement approved changes.
• Collaborate with delivery leads, trainers, and other CCST team members to exchange feedback and promote uniform delivery.
• Support future online training and soft skills training initiatives by coaching and providing specialized expertise.
• Perform on-site reviews to assess classroom readiness, training standards, and operational requirements, and recommend improvements.

Qualifications

• High school diploma.
• Demonstrated interest in facilitating training for adults in a Contact Centre environment.
• Demonstrated initiative and excellent time management skills.
• Good knowledge of adult learning methods.
• Demonstrated commitment to a uniform and high-quality customer experience.
• Excellent oral and written communication skills.
• Demonstrated experience in facilitating instructor-led or virtual training for adults.
• Ability to establish effective working relationships with learners, trainers, leaders, and operational partners.
• Good practical knowledge of Microsoft Word and PowerPoint.
• Ability to meet deadlines, work under pressure, and prioritize multiple projects.
• Demonstrated ability to adapt delivery plans and priorities based on evolving operational requirements.
• Strong leadership and conflict resolution skills.
• Ability to work independently with minimal supervision.
• Previous experience in a training or learning environment.
• Knowledge of the Amadeus Altéa reservation system.

Desired Qualifications

• Experience supporting Revenue or Loyalty activities is an asset.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time an offer of employment is presented and are responsible for obtaining the necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

Bilingualism (English and French).

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that showcases the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications so that we can have a workforce that is varied and representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.