Call Centre Instructor

As a Training Instructor, Call Center, with a focus on the call model, you will play a pivotal role in enhancing the performance and skills of call center agents. our primary responsibility will be to deliver training programs designed to optimize call handling, customer service, and overall performance within the team. You will work closely with management to ensure that training initiatives align with organizational objectives and industry best practices. During training classes that are approximately 3 weeks long, the instructor will work in the office 5 days a week. Between training classes, a hybrid schedule of 3 days in the office will apply.

Key Responsibilities

• 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.

Additional Responsibilities

• 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

Qualifications

• 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.
• Strong communication skills, both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
• Bilingual (French and Englis), preferred.
• 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 on industry trends, best practices, and emerging technologies in training and development.

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If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.
Time Type
Full time

Job Type
Permanent