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$69k–$111k/yr
Full-time, Contract
Posted 43d ago
~40 hrs/week
Responsibilities
Design and deliver high-quality training materials and blended learning solutions for contact center sales and service agents. Analyze performance data and conduct coaching and call audits to address performance gaps and improve customer satisfaction.
Requirements
Requires over 5 years of experience in training or instructional design, preferably within the customer service industry. Must be proficient in adult learning principles, ADDIE, and LMS tools, with strong communication and analytical skills.
Full job description
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
Role: Trainer - Contact Centre Sales and Service Status: Full Time - 12-months Contract Reports to: Senior Manager - Learning, Development, and Change Location: Markham
Compensation: $69,136 - $110,618
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Key Responsibilities:
Instructional Design & Development:
Develop, design, and deliver high-quality training materials, including but not limited to instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides.
Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences.
Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software.
Performance Management & Coaching:
Analyze call quality data, identify top errors and trends within the Service planning area.
Identify top call drivers and their impact on customer satisfaction and business outcomes.
Develop and implement strategies to address identified performance gaps.
Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement.
Coach agents on areas of weakness and provide support for their professional development.
Operations & Stakeholder Collaboration:
Collaborate closely with vendor managers to monitor and analyze agent performance data.
Gathering input from Operations teams to ensure training materials and programs align with business objectives.
Understanding business needs and identifying training opportunities.
Training Delivery & Facilitation:
Facilitate engaging and impactful training sessions for new hires and existing agents.
Creating and delivering training content for vendor locations.
Facilitating "train-the-trainer" sessions for vendor supervisors.
Working closely with vendor managers to monitor and analyze agent performance.
Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams.
Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training.
Continuous Improvement:
Stay abreast of industry best practices, emerging learning technologies, and industry trends.
Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback.
Administrative Support:
Maintain accurate records of training activities, participant attendance, and training materials.
Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports.
Qualifications:
5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry.
Proven experience in facilitating engaging and effective training sessions for adult learners.
Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE).
Proficiency in using a Learning Management System (LMS).
Experience with authoring tools (e.g., Articulate Storyline) is a strong asset.
Excellent written and verbal communication, presentation, and interpersonal skills.
Strong analytical and problem-solving skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with CRM systems is a plus.
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
Experts at heating, cooling, water heating, water purification, plumbing and electrical.
Industry
Consumer Services
Company size
1,001-5,000 employees
Headquarters
Markham, Ontario
LinkedIn followers
79,812
Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings. We take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. In our values and our ambitions, we embrace change, and support our team members along the way.
Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future.
Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.
Offices: 7400 Birchmount Rd, Markham, Ontario L3R, CA
Energy ConservationHVAC sales and serviceMeteringEnergy ManagementPlumbingand Water HeatingResidentialEnergy ManagementCommercialEnergy
How many Energy jobs are open in Markham, Canada right now?
There are currently 96 open energy positions in Markham, Canada listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Energy roles in Markham, Canada?
Companies currently hiring include Enercare Inc., GE Vernova, Stantec Consulting International Ltd., AECOM, Overland Contracting Inc., among others. Browse the listings above to see every active employer.
Are there remote or hybrid Energy jobs in Markham, Canada?
Yes — 52 of the 96 open energy positions offer remote or hybrid work (5 remote, 47 hybrid).
How do I apply for Energy jobs in Markham, Canada?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.