Trainer

Job description

Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job Description Advertised as : Trainer Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% onsite Reports to: Training Supervisor Contract: Regular, Full-time Education : College Diploma or equivalent Travel Requirements: No For existing vacancy : No About Us TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. Autonomous - We encourage and trust your decision-making skills Progressive work environment- If you have skills to prove we have all ladders for you to grow Flexible - We believe in results Innovative - All ideas matter Inclusive - Everyone is Included and everyone wins Salary: Base pay of CAD 50,000.00 About the Job As a Trainer, you will use your training expertise, communication skills, and empathy to support and develop new and existing team members. Working with global clients, you will deliver engaging training and on-the-job support aligned with business goals and quality standards. By adapting to individual learning needs and providing timely, constructive feedback, you will help drive performance, consistency, and a positive learning experience. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) End-to-End Training Management: Execute the full training cycle (Analysis, Planning, Implementation, and Evaluation) for new hire classes, retraining, cross-training, and up-skilling. Adaptive Instruction: Identify learner profiles and adapt motivational methods and teaching styles to meet individual needs and diverse learning situations. OJT Support: Actively monitor and support new trainees during the On-the-Job Training (OJT) period to ensure a smooth transition from classroom to production. Instructional Tools: Expertly utilize training tools and create impactful visual aids to enhance the learning experience. Objective Assessment: Determine appropriate evaluation levels and develop instruments to measure training impact, using objective methods to track and interpret learner progress. Inclusive Environment: Conduct all sessions in accordance with equality legislation, ensuring language and behaviors promote an inclusive, respectful, and professional atmosphere. Feedback & Counseling: Provide timely, constructive feedback and professional counseling to trainees to drive performance improvement. Program Expertise: Maintain mastery of all product knowledge, quality guidelines, and client programs, ensuring all training materials remain current and accurate. Diplomatic Communication: Utilize excellent interpersonal skills to assist the community via phone and email with tact, diplomacy, and a service-oriented attitude. Settlement Navigation: Deliver and explain settlement offers to hosts and guests, clearly articulating how assessments were reached. Crisis Management: Maintain a calm and empathetic demeanor, personalizing responses and remaining level-headed in challenging or high-pressure situations. Job Requirements: Language Proficiency: Strong fluency in English (enunciation, clarity, and professionalism) is required; proficiency in a second regional language is a significant plus. Technical Aptitude: Strong working knowledge of computers and the ability to rapidly learn and adapt to new technologies. Leadership & Soft Skills: Proven classroom leadership, organizational, and prioritization skills with the ability to inspire and motivate trainees. Detail Orientation: A meticulous eye for detail and a thorough understanding of client expectations and quality standards. Operational Excellence: Ability to deliver against key performance targets with high quality and high velocity. Critical Competencies Solves Problem Communicates Effectively Demonstrates Collaboration Maintains Composure Benefits & Perks Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business. Robust career path with a full development plan and the opportunity to grow in the organization. Paid 5 weeks of training and nesting and 4 weeks of ticketing, 2 weeks annual leave. Continuous learning through progressive training that is specific to your tenure and skills. Competitive salary with incentive programs Positive and supportive environment Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. Schedule On-site for the first 3 months of employment, 100% onsite Training Hours of Operations: 5 weeks of training and nesting and 4 weeks of ticketing Location Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate you to best meet your needs. Be One of Our People: It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer Job Application Accommodation: If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.