Call center, Training and Development Specialist

3 weeks ago


Toronto, Canada Fairstone Bank Full time

As a Training and Development Specialist specializing in call center operations, you will be crucial in improving the performance and abilities of call center agents. Your main task will be to create, execute, and assess training programs customized to improve call handling, customer service, and overall efficiency in our call center.

Reporting to the Director of Collections & Servicing, you will collaborate with call center management, subject matter experts, and instructional designers to ensure that training initiatives are aligned with both company objectives and industry standards.

KEY RESPONSIBILITIES:

  • Develop tailored training programs for call center agents, focusing on call handling techniques, customer service, product knowledge, and system navigation.
  • Create engaging training materials like presentations, manuals, and interactive modules, accommodating various learning styles.
  • Apply learning principles and instructional design methods for impactful learning experiences.
  • Introduce innovative training methods such as simulations and role-plays for practical skill enhancement.
  • Evaluate training effectiveness using participant feedback and performance metrics.
  • Stay updated on industry trends to enhance training content and delivery methods.
  • Offer ongoing coaching and support to reinforce learning and boost performance.
  • Manage CBS Call Model Certification, Policy and Procedure Training, and Compliance and Call Quality Evaluation programs.
  • Conduct call calibrations with agents to ensure consistent evaluation of call quality and adherence to standards.
  • Collaborate with management on monthly Call Quality evaluations, offering actionable feedback for improvement.

QUALIFICATIONS:

  • Bachelor’s degree in education, Instructional Design, Communication, Business Administration, or related field, certifications or coursework in training and development preferred.
  • 3+ years of evaluating call center or customer service training programs, proven experience designing, delivering, emphasizing call handling and customer interactions.
  • Proficiency in instructional design principles and e-learning tools like Articulate Storyline, Adobe Captivate.
  • Strong verbal and written communication skills for conveying technical concepts clearly.
  • Excellent interpersonal skills to foster collaboration and credibility across diverse stakeholders.
  • Analytical mindset for data-driven decision-making and continuous improvement.
  • Organized, detail-oriented project manager able to prioritize and meet deadlines.
  • Flexible and adaptable to evolving business needs and industry trends.
  • Passionate about ongoing learning and staying updated on training best practices and technologies.

WE ARE PROUD TO BE: Montreal's Top Employers 2024 by Canada’s Top 100 Employers

Learn more:



  • Toronto, ON, Canada Fairstone Financial Inc. Full time

    Specialist, Training and Development- Collections and Servicing page is loaded Specialist, Training and Development- Collections and Servicing Apply locations Toronto, Ontario time type Full time posted on Posted 2 Days Ago job requisition id R21112 As a Training and Development Specialist with a focus on the call model, you will play a pivotal role in...


  • Toronto, Canada Fairstone Bank Full time

    As a Training and Development Specialist 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 design, implement, and evaluate training programs tailored to optimize call handling, customer service, and overall efficiency within our call center...


  • Toronto, Canada Donald Day Law Full time

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Customer Support Specialist responsibilities include...


  • Toronto, Canada Pinnacle Transport Ltd. Full time

    Call Center Representative **Duties**: - Answer incoming customer calls and respond to customer inquiries in a professional and timely manner - Provide accurate information about products, services, and company policies - Handle and resolve customer complaints or issues with patience and empathy - Perform data entry tasks to update customer records and...


  • Toronto, Ontario, Canada Salesbox Full time

    Salary: Salesbox/Salesmrkt is seeking a skilled and experienced Call Center Setup Specialist to establish a new call center facility for our organization. If you have a proven track record of successfully setting up call centers, along with strong project management and technical skills, we want to hear from you. This role will involve designing,...


  • Toronto, Canada Salesbox Full time

    Salary: Salesbox/Salesmrkt is seeking a skilled and experienced Call Center Setup Specialist to establish a new call center facility for our organization. If you have a proven track record of successfully setting up call centers, along with strong project management and technical skills, we want to hear from you. This role will involve designing,...


  • Toronto, Canada John Paul Full time

    **About John Paul** John Paul is the world’s leader in premium concierge services. At John Paul, people and innovation are at the heart of our business. Whether it’s to serve our numerous clients, prestigious members, or amazing employees, we uphold values of service excellence and an impeccable commitment to everyone. This is an exciting time to come...


  • Toronto, Canada Altis Recruitment Full time

    Seeking a Fluently Bilingual Call Centre Supervisor to join our client, a well-known organization in the nonprofit space. This is a 6 month contract, starting on an 11 week probationary period, with a strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada. The successful candidate would oversee the quality...


  • Toronto, Canada Altis Recruitment Full time

    Seeking a Fluently Bilingual Call Centre Supervisor to join our client, a well-known organization in the nonprofit space. This is a 6 month contract, starting on an 11 week probationary period, with a strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada. The successful candidate would oversee the quality...


  • Toronto, Canada Altis Recruitment Full time

    Seeking a Fluently Bilingual Call Centre Supervisor to join our client, a well-known organization in the nonprofit space. This is a 6 month contract, starting on an 11 week probationary period, with a strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada. The successful candidate would oversee the quality...


  • Toronto, Canada Altis Recruitment Full time

    Seeking a Fluently Bilingual Call Centre Supervisor to join our client, a well-known organization in the nonprofit space. This is a 6 month contract, starting on an 11 week probationary period, with a strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada.The successful candidate would oversee the quality of...


  • Toronto, Canada ACS Full time

    ACS is a global leader in the design, manufacturer, and distribution of ignition interlocks, breath alcohol testers and drug testing products. We are looking to add team members who are ambitious, creative, committed and passionate about their work and their careers. **Position** We are currently looking for a _**Call Centre Representative **_for our...


  • Toronto, Canada VB Full time

    We are searching for a polite, professional Call Center Representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Representative may handle a high volume of inbound or outbound calls or both...

  • Call Center Agent

    7 days ago


    Toronto, Ontario, Canada St Michael's hospital Full time

    Call Center Agent - Communication Services (Job ID: 4684)Unity Health Toronto, comprised of Providence Healthcare, St. Joseph¿s Health Centre and St. Michael¿s Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, spanning primary...

  • Call Center Agent

    16 hours ago


    Toronto, Canada Maatco Ltd Full time

    We are seeking a motivated Call Center Representative to join our team.As a Call Center Agent, you will be the primary point of contact for our customers. Your role will involve handling customer inquiries, providing information about our products and services, and resolving any issues efficiently and professionally. You will play a key role in ensuring...


  • Toronto, Canada Options Consulting Solutions Full time

    Training and Development Specialist Fulltime – Contract An incredible opportunity is available that will utilize your experience in learning, training and development to support an incredible group of professionals. This role will use your experience to create, implement and deliver all the organiza


  • Toronto, Canada ETHOS MARKETING LTD Full time

    **Responsibilities**: - Handle inbound and outbound calls professionally and courteously - Provide customer support and resolve inquiries or issues promptly - Utilise phone etiquette to ensure positive customer interactions - Analyse customer needs to offer appropriate solutions - Up sell products or services to maximize sales opportunities **Skills**: -...


  • Toronto, Canada AutoCanada Inc. Full time

    **Regional Training & Development Specialist - Finance and Insurance** Toronto At AutoCanada we are passionate about our business, customers, and talent! To be successful we need the best people to curate exceptional experiences for our customers. As a company we are committed to providing our employees with meaningful and challenging work, an engaging...


  • Toronto, Canada AnswerNet Tech solution Full time

    **Job Type: Full-Time ON SITE** **Hours: Varies** **Salary: 44,500 CAD** **Benefits: Available after 60 days for full-time employees** Summary: We are looking for an Assistant General Manager who can help maintain existing business with current clients, grow business relationships with current clients and assist in bringing new clients on board as well...


  • Toronto, Canada Maatco Ltd Full time

    **Responsibilities**: - Answer incoming calls promptly and professionally - Provide accurate information to customers regarding products, services, and promotions - Assist customers with placing orders, processing payments, and resolving any issues or complaints - Up sell products or services to maximize sales opportunities - Communicate effectively with...