Job Description

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 CultureAt TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone winsSalary: Base pay of CAD 50,000.00About the JobAs 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.