Trainer Instructional Designer (Hybrid Role)

The Contact Center Trainer & Instructional Designer is a dual-function role responsible for the delivery of high-quality training programs across the contract centre, while also leading the end-to-end design, development, and maintenance of comprehensive learning materials across multiple platforms and tools. It requires excellent communication skills and highly effective collaboration with multiple teams and subject matter experts.

This role combines the day-to-day operational responsibilities of a Contact Centre Trainer with the strategic learning design responsibilities of an Instructional Designer. The successful candidate will facilitate onboarding, upskilling, and continuous development programs while ensuring all learning materials are up-to-date, effective, and aligned with business goals, customer experience standards, compliance requirements, and operational performance targets.

Training Delivery & Facilitation
• Demonstrates the necessary fundamental training concepts, including the facilitation of classroom-based, virtual, and blended learning sessions, as well as effective instruction, and classroom management to ensure optimal learning outcomes. Promotes an active and engaging learning environment.
• Delivers engaging induction, onboarding, and recursive training for new and existing contact centre employees and ensure trainees are accountable for their learning.
• Manages new hires according to company policies and procedures, support nesting, coaching, and transition-to-floor activities.
• Evaluates training effectiveness through assessments, observations, feedback, and operational performance data.

Instructional Design & Content Development
• Designs, creates, and maintains learning materials: e-Learning courses, PowerPoint modules, instructor and participant guides, assessments, and supplementary materials.
• Ensures all training content is accurate, compliant, accessible, and aligned to operational processes by performing constant review and improvement of learning programmes.
• Manages version control and governance of all learning materials.
• Applies adult learning principles and instructional design methodologies to maximize learner’s engagement and knowledge retention.
• Reviews and evaluates external training materials.

General:
• Collaborates with leadership to promote and provide information to support objectives, understand needs, identify performance gaps, and recommend learning solutions.
• Adheres to all company and department-related requirements, policies, and procedures.
• Efficiently and effectively deliver expectations noted herein and other duties as assigned.

• Minimum 2+ years of experience working in learning and development, Contact Centre industry is a plus.
• Excellent verbal and written communication, and facilitation skills to maximize effectiveness of learning and knowledge transfer.
• Strong public speaking skills with the ability to engage learners throughout training and learning opportunities.
• Self-motivated with a positive attitude, ability to handle tasks independently under minimal supervision to meet deadlines, adapt to changing business needs and schedules.
• Strong planning, organizational, and time management skills with the ability to prioritize tasks, manage multiple projects and resources effectively with high level of precision and attention to detail.
• Knowledge in various development tools/programming or graphic design experience is an advantage.
• Experience with Microsoft Suite applications (Word, Excel, PowerPoint, SharePoint) and e-Learning authoring tools (Articulate – Storyline and Rise).
• Ability to apply a sound understanding of business acumen and adult learning practices.

Desirable:
• BA/BS degree in learning and development or education-related field preferred, or 3-5 years of equivalent work experience.
• Knowledge of learning and instructional design models.
• Knowledge of training styles, including the ability to create a professional learning environment.
• Bilingual in Spanish or French