Instructional Designer creating courses, labs, and assessments for Planful’s financial performance management software. Maintaining Academy content and translating product releases into customer learning.
About the role
- Training Manager leading trainer development and learning programs. Improving employee performance and customer experiences for Cloud5 Communications’ hospitality technology services.
Responsibilities
- Oversee the day-to-day performance, development, and support of Trainers
- Provide direction and support to Coaches
- Use scorecard results, quality insights, customer experience metrics, and operational trends to identify improvement opportunities and guide trainer coaching plans
- Coach Trainers through observation, feedback, calibration, and performance conversations
- Partner with Operations, Human Resources, Workforce Management, and clients to align training plans and address performance gaps
- Attend client meetings to provide expert training feedback and creative improvement solutions
- Design, refine, and support learning experiences across classroom, virtual, eLearning, huddles, and refresher sessions
- Monitor training effectiveness and improve trainer performance, employee confidence, guest-focused service behaviors, and customer experience
- Perform other responsibilities assigned based on business needs
Requirements
- Post-secondary education in education, business, adult learning, or related field—or equivalent experience
- 3+ years of experience in training, facilitation, operational leadership or people leadership
- Strong coaching, facilitation, communication, and presentation skills
- Ability to manage priorities, adapt quickly, and keep learning solutions focused on results
- Proficiency with Microsoft Office, Learning Management Systems (LMS), and virtual learning platforms such as Microsoft Teams or similar learning technologies
- Experience supporting training and development initiatives within a contact center or customer service environment is considered a strong asset
Benefits
- Medical
- Dental
- Vision
- Group RRSP plan
- Flexible PTO
- Parental leave
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