Customer Experience Trainer

Want to be part of a team that's changing the way Canada travels?

As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of couch-bound Canadians.

Yes, we’re an airline, but we truly believe that our product is our people. Low fares are important, but it takes great people delivering consistently outstanding customer-focused service to build brand loyalty.

Flair Airlines is currently seeking a permanent, full-time **Customer Experience Trainer** to join our growing and ever-changing organization. Reporting to the Manager, Customer Experience, the Customer Experience Trainer is responsible to build, develop and deliver a training program for flair customer experience teams in the contact center. Equip the teams with knowledge, capacity, and tools to improve performance and deliver customer satisfaction whilst adhering to flair’s mission and core values.

The Customer Experience Trainer will be based out of Edmonton, Alberta (YEG).

**Primary Job Functions**:
The duties of the **Customer Experience Trainer **include:

- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding product upselling, customer service techniques, and appropriate agent conduct.
- Scheduling and conducting training sessions to prepare and support new employees.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Observing the daily operations of call center employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
- Assist with a variety of other activities where needed.

**Qualifications and Education Requirements**:

- At least 4 years of experience working as a call center trainer or team leader.
- Familiarity with learning management systems.
- Excellent knowledge of sales techniques and customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.

**Required Competencies**:

- People and Team Development: Demonstrates inspirational leadership that motivates and engages others. Leads and develops high-performing teams where everyone feels valued and contributes to the continued success of the organization. Acts as a role model; inspire people to act.
- Drive Results: Translate strategy into action and drives tenaciously and innovatively for outstanding results. Displays creativity in avoiding problems, reacting quickly and decisively to deal with risks and opportunities.
- Relationship Management: Develops and maintains effective collaborative relationships with our BPO partners.
- Ownership: Takes personal responsibility for performance. Champions continuous improvement and inspires others to deliver whilst balancing risk, business competitiveness, and customer satisfaction.

**Flair Airlines offers a competitive compensation package including medical and dental benefits, short and long-term disability, life insurance, dependent life insurance, employee & family assistance program, a defined contribution pension plan (matched contributions), and a staff travel program.**

**How to Apply**:
We look forward to meeting you at Flair Airlines