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Call Centre Training & Development Lead



Guelph, ON, Canada
Posted on Thursday, July 4, 2024

Camis is an industry leader in the reservation system and park management sector. We connect people to memorable recreational experiences through an exceptional reservation system and best-in-class call centre services. Our software serves over 700 government-operated parks, campgrounds, harbors, and marinas across North America.

We are a diverse group of people that are unified in the belief that work can be fun, fulfilling, and flexible!

The Call Centre Training & Development Lead is responsible for the administration and execution of training programs to Camis Call Centre employees. This position also includes leading Call Centre continuous learning and training programs. The position is accountable and responsible for ensuring that all agents are adequately prepared to deliver exceptional customer service.

What you'll be doing:

  • Administering and executing the Call Centre’s training program, including schedules, trainer guides, presentations, and tests
  • Ensure new hires are ready to take live calls in the call centre environment
  • Assist with other training for Returning Call Centre staff as well as new Performance Coaches and Customer Support Analysts
  • Work with other Leads to ensure returning staff training has been completed
  • Assisting with the call quality program
  • Supporting & maintaining knowledge base and training resources
  • Creating and implementing the online learning programs

What you'll bring to the role:

  • Degree or diploma in a related field – certification in Adult Teaching/Training is considered an asset
  • Fluency in French considered an asset
  • 1-3 years of experience conducting training and using software
  • Strong presentation skills to groups of various sizes
  • Detail oriented, with excellent follow up skills
  • Ability to work both independently and in a team environment
  • Computer-based training software experience considered an asset
  • Graphic design experience considered an asset

Some of our benefits:

  • Competitive compensation based on education and experience
  • Company RRSP
  • Active Living & camping subsidy
  • Dental, medical, and insurance group benefits
  • Professional Development

Camis is committed to fostering a culture that celebrates diversity and inclusion with an intentional focus on recruiting and retaining employees from diverse backgrounds, creating awareness of diversity issues and benefits, fostering a supportive environment where inclusivity is expected and prioritized, and holding ourselves accountable for promoting this perspective throughout the organization. The Camis team strives to collectively promote a culture that empowers our employees and fosters values of respect, inclusion, and belonging across the company.