Trainer

Aplin; Winnipeg; On-site; CAD 45,000 - 50,000; Full time

Job summary

Aplin Winnipeg is seeking several experienced Training Facilitators to design, deliver and evaluate learning programs for a fast-paced customer service environment. You will develop training materials, lead instructor-led sessions, and assess learning outcomes to drive performance.

The role emphasizes coaching trainees, collaborating with operations to identify training needs, and keeping content up-to-date with products, policies, and procedures.

Qualifications

• Bachelor's degree in Education, Business Administration, Human Resources or related field is asset.
• Minimum three years experience in a contact centre, customer service, or training environment.
• Experience delivering instructor-led training and facilitating adult learning programs.
• Strong understanding of adult learning principles and instructional design techniques.
• Experience coaching, mentoring, and developing employees.
• Knowledge of contact centre operations, QA processes, and customer service best practices preferred.
• Strong presentation, facilitation, and public speaking skills.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexible to work rotating shifts including mornings, afternoons, evenings, weekends and holidays.
• Proficiency with Microsoft Office including Word, Excel, PowerPoint.

Responsibilities

• Facilitate engaging training sessions for new hires and existing employees in classroom and virtual environments.
• Develop, update, and deliver training materials, lesson plans, and learning resources.
• Create and administer knowledge assessments to measure learning outcomes.
• Evaluate trainee performance and provide coaching and feedback.
• Support QA initiatives by participating in monitoring, coaching, and performance improvement activities.
• Track training progress, maintain records, and prepare reports on training effectiveness.
• Collaborate with operational leaders to identify training needs and learning solutions.
• Stay current on products, services, policies, procedures, and system updates.
• Mentor and support new trainers and facilitate knowledge sharing.
• Identify opportunities to improve training programs, curriculum, and delivery methods.
• Perform other duties as assigned.

Skills

Adult learning principles

Training delivery

Coaching

Presentation skills

Communication skills

Organizational skills

Problem solving

Education

Bachelor's degree in Education, Business Administration, Human Resources

Tools

MS Office

Job description

Tammy Boyko and Carlan Wilbon with Aplin are seeking several experienced Training Facilitators for their Winnipeg client. This role is responsible for facilitating learning sessions, developing training materials, and evaluating training effectiveness.

The ideal candidate is passionate about learning and development, enjoys coaching others, and thrives in a fast-paced customer service environment.

Responsibilities

• Facilitate engaging training sessions for new hires and existing employees in both classroom and virtual environments.
• Develop, update, and deliver training materials, lesson plans, and learning resources.
• Create and administer knowledge assessments to measure learning outcomes and identify development opportunities.
• Evaluate trainee performance and provide constructive coaching and feedback throughout the learning process.
• Support quality assurance initiatives by participating in monitoring, coaching, and performance improvement activities.
• Track training progress, maintain accurate records, and prepare reports on training effectiveness.
• Collaborate with operational leaders to identify training needs and recommend learning solutions.
• Stay current on products, services, policies, procedures, and system updates to ensure training content remains accurate.
• Mentor and support new trainers and facilitate knowledge sharing across the training team.
• Continuously identify opportunities to improve training programs, curriculum, and delivery methods.
• Perform other related duties as assigned.

Qualifications

• Bachelor's degree in Education, Business Administration, Human Resources, or a related field is considered an asset. An equivalent combination of education and experience will also be considered.
• Minimum three years of experience in a contact centre, customer service, or training environment.
• Previous experience delivering instructor-led training and facilitating adult learning programs.
• Strong understanding of adult learning principles and instructional design techniques.
• Experience coaching, mentoring, and developing employees.
• Knowledge of contact centre operations, quality assurance processes, and customer service best practices is preferred.
• Strong presentation, facilitation, and public speaking skills.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexible to work rotating shifts, including mornings, afternoons, evenings, weekends, and holidays as required.
• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint
• The salary range for this role is $45,000 - $50,000 per year depending on experience.
• Criminal background check is required.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.