Thank you for your interest in applying to TU Group. This position has been filled. To view other available positions at TU Group, click here.

You have experience in contact centre customer service as well as in training. You are passionate about guiding the development of new employees and giving them the skills and knowledge they will need to succeed. You understand that people learn in a variety of ways and you strive to change and improve the development and delivery of the training you provide. You thrive in a collaborative setting and can take initiative. You are technologically savvy and up to speed with current training systems and tools.

If this is you and you want to make a difference in a company that values contribution, then we want to hear from you.

Trainer

• Creates, schedules, and delivers effective, professional training sessions for new & existing LIAs, and other TU Group employees on new and revised products and procedures.
• Creates and prepares training plans, objectives, outlines, teaching aids, manuals and other training tools.
• Collaborates on the creation of reliable training and development measures for the Customer Service team. Tabulates, analyzes, reports on, and acts upon results in order to ensure performance standards are achieved.
• Keeps up to date on new training and development theories, methods, and uses of technology and recommends and applies appropriate solutions.
• Creates and maintains training and development materials in an organized system.

Supervisor

• Supervises and supports the day-to-day performance of the LIAs as required.
• Responds to escalated calls and questions from Senior LIAs. Approves authorizations and exceptions.
• Communicates with internal TU Group customers and other departments to resolve issues and improve processes.
• Communicates and reinforces department performance goals and strategies. Motivates LIAs to achieve individual and team performance targets and standards. Acts as a role model for LIAs by providing exemplary customer service at all times.

• Fluency in French and English is required.
• Completion of a post-secondary diploma in adult learning, training or a related field.
• Two or more years’ experience developing, delivering, and evaluating training courses.
• Three or more years’ experience working in a contact centre environment, of which one was at a team leader or higher level.
• Demonstrated coaching skills and knowledge of coaching principles and practices.
• Exceptional interpersonal and communication (written and oral) skills.
• Demonstrated ability to organize and manage multiple, diverse priorities.
• Demonstrated initiative and the ability to implement ideas.
• Proven team leadership skills.
• Experience using and creating e-learning content an asset.
• Completion of contact centre management courses is an asset.
• Proficiency with MS Office Suite.
• Completion of Level One Insurance License within 3 months required.
• Knowledge of the Canadian travel insurance industry is an asset.
• Occasional travel may be required.
• Ability to pass a criminal record check as required by insurance councils for licensing.

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