Training Manager (Travel Call Centre) - Travel Nation

  • Kognitiv
  • Mississauga
  • Jan 03, 2019
Full time Call Center Call Center Management Trainer

Job Description


About the role;

Travel Nation - a subsiduary of Kognitiv - have an exciting opportunity for a dynamic and enthusiastic Training Manager (Travel Call Centre), reporting into the Call Centre Director, to join the existing team here at Kognitiv in our Mississauga location.

You will be responsible for working closely with the Call Centre Lead Team and subject matter experts to create engaging training material which can be rolled out across the business for our reservations sales and support teams. The role also aligns with the global training teams to ensure consistency in the training, messaging and expectation across our Call Centres.

  • You know what makes a phenomenal sales and service person and provide others the path to becoming one
  • Utilizing the Call Centre’s strategic objectives, you'll deliver impactful training's to align with our vision and how it relates to expanding service growth
  • Consistently looking for ways to improve, you'll analyze data to ensure continual success and improvement of training's you deliver and individuals you influence
  • You know that impactful training doesn’t ever really end. As such, you'll also be an advocate for the sales Team - consisting of call-center employees - assisting them throughout new product launches and organizational updates.
  • You're able to communicate and provide feedback and coaching in a way that inspires and motivates others to succeed.
  • You're as energetic and inspiring as they come - always encouraging others to be the best version of themselves while demonstrating openness to change and commitment to personal/professional growth!


Areas of responsibility will include (but are not limited to);

  • Plan, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
  • Conduct ongoing refresher sessions
  • Assist in the development of our call quality standard; listening to a schedule of calls
  • Perform Call Control assessments and produce regular schedules call monitoring, while utilizing mandated performance scorecards.
  • Share feedback and coach the team to achieve quality targets that have been agreed
  • Identify performance issues and L&D needs
  • Focus on customer experience in the training as well as educating on industry specific knowledge
  • Promote continuous learning within our Sales Team


Who are you?


This role will require senior or management experience working in the travel industry. In a fast-paced environment, your main responsibility will be ensuring that our sales team are serving our customer calls to the highest standard possible. You will be right in the heart of our contact centre, supporting our highly talented sales and service agents.

Your communication skills are second to none and you have the ability and confidence to build a training platform l and call quality standards to match the service levels targets and objectives.


  • Background in retail travel with minimum 5 years’ experience.
  • Previous position in senior or management role.
  • Experience in coaching, training delivery and an ability to engage the team
  • Ability to create training material from scratch
  • Phenomenal communications skills – both written and spoken
  • Thrive on ensuring new team members are given the best Induction training imaginable
  • Flexibility to engage in all new sales and service initiatives.


To be successful in this role, you are a person who thrives working in an ever-moving work environment, who loves juggling multiple project and topics simultaneously and you enjoy providing support and guidance to the team.

We are a fun, innovative organization with 200 employees globally and we are looking for exceptional people to come and join us in the Mississauga location. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role; get in touch!

Please submit your application by 30th  Dec 2018


Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided based on qualifications, merit, fit and business need.

Please note; Kognitiv are not offering sponsorship or a relocation package for this role. We always welcome international candidates to apply providing they are eligible to work and live in Canada.


Salary Frequency


Minimum Travel Experience Required


Manage Others?