Contact Centre Sales & Service Trainer

About the role

Enercare Inc. is seeking a Trainer for its Contact Centre Sales and Service team in Markham. The role involves designing, delivering and continuously improving training programs for new hires and existing agents to enhance customer experience and business outcomes.

Key responsibilities

• Develop, design and deliver instructor‑led training, e‑learning modules, job aids and coaching guides using adult learning principles (ADDIE).
• Utilize LMS, authoring tools such as Articulate Storyline and video editing software to create engaging learning experiences.
• Analyze call quality data, identify errors and trends, and develop strategies to close performance gaps.
• Conduct call audits, provide feedback and coach agents to improve their skills.
• Collaborate with vendor managers and operations teams to align training with business objectives and monitor agent performance.
• Facilitate “train‑the‑trainer” sessions for vendor supervisors and deliver training at vendor locations.

Required profile

• Proven experience designing and delivering training for contact‑centre environments.
• Strong analytical ability to interpret call quality data and drive performance improvements.
• Excellent communication and coaching skills to support agent development.
• Ability to work closely with operations, vendor managers and other stakeholders.

Required skills

• Adult learning methodologies (ADDIE).
• Learning Management System (LMS) administration.
• Articulate Storyline or similar e‑learning authoring tools.
• Video editing software.

What we offer

• Competitive compensation ranging from $69,136 to $110,618 CAD per year.
• Opportunity to work within a leading Canadian home‑services company.
• Professional development in a collaborative, safety‑focused culture.