Training Manager

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

Location: Toronto Office (Eglinton East or The Well, DT Toronto), 100% onsite

Reports to: Training Director

Contract: Regular, Full-time

Education: College Diploma / Degree

Travel Requirements: Yes

For existing vacancy: Yes

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.We also provide services in 300 languages and dialects.

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

About the job
We are seeking a dynamic individual, with outstanding product knowledge and a passion for training andmanaging the training team. Candidates should possess strong business and training acumen andoutstanding ability to manage multiple projects simultaneously in a fast-paced environment. You will beresponsible for managing and delivering internal training on Google products including Search, Display,YouTube and Shopping - translating this knowledge into sales narratives with clients and agencies. 

Annual Base Salary starting at CAD 75,000 CAD per yr

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

● Manage and direct a robust team of Trainers dedicated to the onboarding and development of new personnel across the program.

● Ensure all programs are expertly supported through rigorous training protocols that guarantee exceptional service delivery and client satisfaction.

●Design and iterate training modules, lesson plans, and instructional materials, covering product knowledge, policy updates, and upskilling/cross-skilling initiatives aligned with evolving business needs.

● Implement comprehensive testing strategies across all modules to accurately validate and document employee proficiency and skill acquisition.

● Produce specialized course modules to facilitate targeted, individual training sessions as required by the business.

● Establish feedback mechanisms and evaluation frameworks for trainers to monitor and record daily progress and performance for all new hires.

● Architect a versatile training strategy that seamlessly integrates traditional classroom environments with remote learning solutions.

● Lead the deployment of Learning Management Software (LMS) to empower the team with innovative, self-directed learning opportunities.

● Engage in client stakeholder meetings to translate expectations into actionable insights within the training curriculum.

● Oversee team administration, ensuring strict adherence to training compliance standards and certification requirements.

● Analyze team performance metrics, manage recruitment efforts, and provide strategic forecasts for workforce expansion.

● Maintain progressive and transparent communication channels with all relevant stakeholders to ensure operational alignment.

● Contribute to the enhancement of operational efficiency by developing and optimizing training processes and procedures across assigned sites.

● Partner with various departments to diagnose training gaps and recommend optimal, high-impact instructional approaches.

● Champion development programs for new hires and interns to ensure a world-class learning experience and career trajectory.

● Provide expert support to internal teams in the conceptualization and design of educational content.

Job Requirements:

● Possess 5-7 years of professional experience in training and development, including a proven track record in leadership roles.

● Demonstrate elite C-level communication skills and extensive expertise in strategic stakeholder management.

● Maintain a thorough and practical understanding of adult learning principles to drive effective instructional execution.

● Exhibit robust project management capabilities and essential experience in managing high-level client relationships.

● Showcase superior people management skills to inspire and lead a high-performing team.

● Communicate with excellence through impeccable verbal and written English proficiency.

● Ability to effectively coach and mentor a diverse team of trainers to reach their full potential.

● Proven ability to deliver high-quality results while navigating rigorous and demanding deadlines.

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 4 weeks training, 2 weeks 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 & Recognitionprograms. 

Schedule 

● Fixed schedule Monday to Friday 9am to 6pm. 

Location 

● Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton & The Well, Downtown Toronto, this role is 100% on-site.

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.