Bilingual Trainer

4 months ago

Toronto, Canada Scene+ Full time

**Who we are**

Join Scene+ and be part of Canada's most robust lifestyle loyalty program with over 13 million members and growing We are a trusted brand, driven by the belief that there's always something to look forward to with rewards for every kind of life. Our goal is to become Canada's favourite loyalty program by nurturing our Members with rewards their way.

We're the exciting joint venture of Cineplex, Empire, and Scotiabank, blending the energy, optimism, and atmosphere of a startup with the funding of three major players. With over 60 team members and plans to grow more, we're an emerging, responsive company. We offer collaboration, accountability, challenges, and rewards to everyone who joins us.

Our motto is "Love what's next," and we believe it applies to your career too. Join us to help evolve the program, collaborate with amazing teams, and love what lies ahead.

**Who we need**:
Reporting to the Senior Manager, Member Services, we have a newly created opportunity for a **Bilingual Trainer** for our Call Centre. As our new Bilingual Trainer, you will design, develop, and deliver training both locally and remotely to our overseas counterparts and build a training framework to support progressive, ongoing learning.
- This is a hybrid role requiring 2-3 days per week onsite._

**What's in it for you**:
**_ Influence and exposure. _**You want to bring your teaching or training experience and business acumen to develop a framework for a scaling call centre supporting Canada's favourite loyalty program. You want to make a measurable impact on the experience of our members by empowering our Call Centre teams with the knowledge and skills they need to deliver outstanding customer service.

**_ Impactful simplicity._** You'll be part of a future-forward team that values authenticity and invites fresh perspectives. You will have the resources and access to expertise to assist and inform your work as you contribute to our success. Your work will be experienced by millions of Canadians.

**_ Anticipation._** With over 30% of our team promoted within the last year, we have a proven history of supporting the growth of our people. You will work with a team that prioritizes inclusivity and collaboration and supports the development and growth of each other. This is a blank slate opportunity as the first Call Centre Trainer on board; you can take this opportunity as far as you want to.

**As our new Bilingual Trainer, you will**:

- _ Coordinate. _You will schedule and conduct training sessions on various call centre topics to prepare and support new employees.
- _ Deliver content._ You will train experienced employees on new or updated call centre procedures to improve performance. You will liaise with team leaders and managers to conduct on-the-job coaching.
- _ Learn._ You will observe the daily operations and identify any areas of improvement. You will analyze call data and feedback to understand gaps in skills and processes and address these issues with training modules.
- _ Track_. You will measure the effectiveness of training sessions and prepare individual or team progress reports. You will focus on results in increased productivity and exceptional levels of customer satisfaction.

**You bring**:

- _ A passion for engaging teams_. You have a proven ability to create and deliver training that aligns with brand values, tone, and objectives. You are continuously seeking new opportunities to increase your knowledge and practical skills.
- _ The technical skills._ You are proficient with MS Office Suite, a learning management system, video platforms for remote engagement, and other tools that enhance the design and delivery of training. You may have exposure to Zendesk or other call centre ticketing systems. You have excellent project coordination and organizational skills.
- _ The interpersonal skills._ You are fluent in French and English, with professional written and verbal communication skills in both languages. You are collaborative and can influence decision-makers. You can gain the trust of your internal clients by building relationships and leveraging insights to prioritize their training needs in order to optimize customer service and maximize growth opportunities. You have exceptional listening and presentation skills, with the ability to adjust your approach to diverse audiences. You can manage conflict - and teach others how to do the same.
- _ The hustle. _You are curious with a growth mindset. You thrive in an autonomous role in a fast-paced, agile environment where everyone has a wide range of accountabilities. You can balance priorities, pay attention to the details and never lose sight of the big picture. You are creative, engaging, and motivational.

**Why work for Scene+? The best of all worlds. We offer**:

- ** Perks. **Enjoy a competitive salary and benefits package, performance-based bonuses, and extra rewards from our owners, including discounted rates on mortgages, banking, m

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