Training Instructor, Contact Centre

At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible. Be part of our talented and growing team We are currently looking for a Training Instructor, Contact Center to join our team, reporting to the Senior Manager, Communications social Media & Customer Service. As a Training Instructor, Contact Center, with a focus on the call model, you will play a pivotal role in enhancing the performance and skills of call center agents. Your primary responsibility will be to enhance training programs tailored to optimize call handling, customer service, and overall efficiency within the team. You will collaborate closely with the management to ensure that training initiatives align with organizational goals and best practices in the industry. "Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence." WHY JOIN US? BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2024 for the fourth consecutive year by the editors of _Canada's Top 100 Employers_. WE OFFER: - Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance. - Wellness: Tailored well-being solutions available 24/7. - Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays. - Community Support: Paid Volunteer Day to give back to your community. - Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan - Education: Tuition reimbursement program covering expenses up to $3,000 per year. - Development: Access to Fairstone Academy for comprehensive training and skill development. - Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more. WHAT WILL YOU WORK ON? - Provide support in reviewing and enhancing training programs, strategies and resources such as manuals, job aids, and presentations in collaboration with the management for agents to cover call handling techniques, customer service skills, product knowledge, and system navigation. - Provide training to identified employees by their managers. - Collaborate with managers to identify training needs, assess performance gaps, and develop targeted solutions. - Recommend enhancements based on best practices to improve training programs. Partner with internal stakeholders, including Quality Assurance and Operations, to ensure alignment of training initiatives with organizational objectives and compliance requirements. - Provide ongoing coaching, mentoring, and support to collections agents to reinforce learning outcomes and drive performance improvement. - Facilitate Orientation for new hires, including providing welcome packages and assisting in onboarding processes. - Conduct call calibrations with agents and counterparts to ensure consistency in evaluating call quality and compliance. - Perform monthly Call Quality evaluations alongside management, providing feedback and recommendations for improvement. - Collaborate on ad hoc projects and other communications activities as needed. - Lead monthly Voice of the Agent meetings and maintain detailed summary of agent feedback. - Coordinate job shadowing (side by sides) and nesting periods between new and tenured agents WHO ARE WE LOOKING FOR - Bachelor's degree in a - related field; Certification in Adult Education or relevant certifications or coursework preferred. Certification in Adult Education relevant certifications or coursework in training and development preferred. - Proven relevant experience (3+ years) in call center or customer environment. - Proficiency in adult learning theory preferred. - Bilingual (French and English) - Strong communication skills, both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner. - Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization. - Analytical mindset with the ability to collect, analyze, and interpret data to measure training effectiveness, identify trends, and drive continuous improvement initiatives. - Demonstrated organizational skills, attention to detail, and project management abilities to prioritize competing demands, meet deadlines, and deliver high-quality results in a fast-paced environment. - Flexibility and adaptability to accommodate changing business needs, technology advancements, and evolving training requirements within the call center industry. - Passion for learning and professional development, with a commitment to staying current