Contact Center Trainer

The Travel Corporation USA; Costa Mesa (CA); Remote; USD 60,000 - 90,000; Full time

Job summary

The Travel Corporation USA is seeking a Contact Center Trainer to design and deliver engaging training programs for our brand's contact center teams. You will develop onboarding and ongoing development content and partner with leaders to identify learning needs, ensuring consistency and exceptional service across brands.

Responsibilities include mapping capability gaps, tracking training effectiveness, and maintaining a calendar of learning opportunities.

Qualifications

• 1+ year of experience in training, facilitation, learning and development or coaching.
• Experience delivering instructor-led or virtual training in fast-paced environments.
• Confident facilitator with strong communication and presentation skills.
• Ability to engage diverse audiences with creativity and professionalism.
• Organized and adaptable with multi-tasking capability.
• Proficient with Microsoft 365 including Teams; comfortable with webinar tools.
• Experience with Litmos, Articulate, Tropics, Genesys and Salesforce.

Responsibilities

• Design and deliver instructor-led and virtual training for Contact Center employees.
• Create new-hire, product and ongoing development programs.
• Partner with managers to identify capability gaps and deliver learning solutions.
• Track training effectiveness and provide insights on progression.
• Develop interactive digital learning content using Litmos and Articulate.

Skills

Strong communication

Facilitation

Presentation skills

Interpersonal skills

Organizational skills

Collaboration

Tools

Litmos

Articulate

Tropics

Genesys

Salesforce

Job description

We may close this vacancy earlier than the advertised closing date if we receive a high volume of applications or identify suitable candidates through our sourcing activities. We therefore encourage interested applicants to submit their application as early as possible.

At TTC, we are enriching lives by connecting people and places.

For over 100 years, we have been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing and change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That is where you come in.

Our Values

• Value Every Voice: We put people first.
• Act with Integrity: We do what is right.
• Explore Beyond Boundaries: We are driven by curiosity.
• Own the Outcome: We take responsibility for our decisions.
• Succeed Together: We have each other's backs.

ABOUT THE ROLE

As a Contact Center Trainer, you will play a key role in developing employees across our brands by creating engaging learning experiences that build capability, confidence and consistency.

You will design and deliver training for new and existing employees, partner with leaders to identify development needs and create digital learning content that supports continuous growth. You will also help create an engaging onboarding experience that connects employees with our brands, products, systems and commitment to exceptional service.

WHAT YOU WILL DO

• Design and deliver engaging instructor-led and virtual training programs for new and existing Contact Center employees.
• Create and update new-hire, product and ongoing development programs that build knowledge, confidence and performance.
• Partner with managers to identify capability gaps and deliver targeted learning solutions that support performance goals.
• Track training effectiveness and provide actionable insights on employee progression and development.
• Develop and maintain interactive digital learning content using platforms such as Litmos and Articulate.
• Maintain a clear training calendar and communicate learning opportunities and resources across internal platforms.
• Create an engaging and supportive onboarding experience that builds employee connection and brand advocacy from day one.
• Occasionally support Contact Center operations to remain connected to customer needs, team workflows and evolving processes.

ABOUT YOU

• 1+ year(s) of experience in training, facilitation, learning and development or coaching.
• Experience delivering instructor-led or virtual training within a fast-paced operational environment.
• Confident facilitator with strong communication, presentation and interpersonal skills.
• Engage diverse audiences with creativity, patience and professionalism.
• Organized and adaptable, with the ability to manage multiple priorities while maintaining strong attention to detail.
• Proficient with Microsoft 365, including Microsoft Teams, and comfortable using webinar and presentation tools.
• Comfortable learning and working with systems such as Litmos, Articulate, Tropics, Genesys and Salesforce.
• You can flex your working hours when needed to collaborate with teams across different time zones.

Desirable Experience

• Experience working within a reservations, Contact Center, travel or hospitality environment.
• Experience creating digital learning content using Litmos or Articulate.
• Working knowledge of TTC brands, products or Contact Center systems.

Travel & Other Requirements

• Work Location: Open to hybrid in Toronto, ON or Fully Remote in CAN.
• Occasional support of Contact Center operations to stay current on processes.
• 9:30am-6:00pm EST Mon-Fri