Training Manager

Cloud5 Communications

. Oversee the day-to-day performance, development, and support of Trainers .

Posted 9/22/2026full-timeSaint John • CanadaMid-LevelSenior💰 CA$50,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training development and facilitation, with a focus on improving trainer performance and customer experience through effective coaching and feedback. Proficient in utilizing Learning Management Systems and virtual learning platforms to enhance learning experiences.

Highest-signal resume keywords

Training DevelopmentCoachingFacilitationLearning Management Systems (LMS)Customer Service Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentFacilitationCoachingPerformance MonitoringOperational Leadership

Soft Skills

CommunicationPresentationAdaptabilityPrioritizationFeedback

Tools & Technologies

Microsoft OfficeLearning Management Systems (LMS)Microsoft TeamsVirtual Learning Platforms

Industry Keywords

Adult LearningCustomer Experience MetricsContact CenterPerformance GapsTraining Effectiveness

About the role

Key responsibilities & impact

Oversee the day-to-day performance, development, and support of Trainers
Provide direction and support to Coaches
Use scorecard results, quality insights, customer experience metrics, and operational trends to identify improvement opportunities and guide trainer coaching plans
Coach Trainers through observation, feedback, calibration, and performance conversations
Partner with Operations, Human Resources, Workforce Management, and clients to align training plans and address performance gaps
Attend client meetings to provide expert training feedback and creative improvement solutions
Design, refine, and support learning experiences across classroom, virtual, eLearning, huddles, and refresher sessions
Monitor training effectiveness and improve trainer performance, employee confidence, guest-focused service behaviors, and customer experience
Perform other responsibilities assigned based on business needs

Requirements

What you’ll need

Post-secondary education in education, business, adult learning, or related field—or equivalent experience
3+ years of experience in training, facilitation, operational leadership or people leadership
Strong coaching, facilitation, communication, and presentation skills
Ability to manage priorities, adapt quickly, and keep learning solutions focused on results
Proficiency with Microsoft Office, Learning Management Systems (LMS), and virtual learning platforms such as Microsoft Teams or similar learning technologies
Experience supporting training and development initiatives within a contact center or customer service environment is considered a strong asset

Benefits

Comp & perks

Medical
Dental
Vision
Group RRSP plan
Flexible PTO
Parental leave