Contact Center Training Specialist

Contact Center Trainer (Service & Sales)

At Grand Circle, our people are at the heart of everything we do. We're a people-first travel company that values feedback, growth, teamwork, and continuous improvement.

As a Contact Center Trainer, you'll help develop the associates who create exceptional experiences for our travelers. You'll support training and development across our Service and Sales teams.

We're looking for an experienced Contact Center Trainer to deliver engaging virtual training, lead new-hire onboarding, and provide ongoing coaching and development. You'll partner with Training and business leaders to identify skill gaps, improve training programs, and help associates build the knowledge and skills needed to succeed.

What You'll Do

• Deliver engaging virtual training for Service and Sales associates using Microsoft Teams and other platforms.
• Lead new-hire onboarding, cohort training, upskilling, and continuous learning.
• Create and improve training materials, presentations, job aids, assessments, and knowledge checks.
• Coach associates on customer service, sales skills, systems, and processes.
• Assess trainee performance, identify skill gaps, and provide constructive feedback.
• Use learner feedback and performance data to improve training effectiveness.
• Partner with leaders to align training with business needs.
• Support additional coaching and training initiatives as priorities change.

What We're Looking For

Required

• 2+ years of professional training or facilitation experience in a corporate, contact center, sales, or customer service environment.
• Experience delivering structured training to employees or professional teams.
• Experience facilitating live virtual training.
• Experience with new-hire onboarding, skills training, or employee development.
• Experience creating or improving training materials and learning content.
• Strong communication, presentation, facilitation, and coaching skills.
• Comfortable learning and using new technology and systems.
• Ability to adapt quickly and manage changing priorities.

Professional workplace training experience is required. Classroom teaching experience alone does not meet the requirements for this role.

Strongly Preferred

• Contact center training experience.
• Experience training customer service and sales teams.
• New-hire or cohort-based training experience.
• Experience coaching associates using performance or quality metrics.
• Sales training experience, particularly in a contact center environment.
• Experience developing training programs or curriculum.

Preferred

• Travel industry experience.
• Experience training on travel systems or booking platforms.
• GDS experience, including Sabre, Apollo, Amadeus, or Worldspan.

Work Environment

This is a remote position with a strong focus on virtual training and collaboration. The role requires flexibility as business needs change, including occasionally providing additional coaching, supporting other departments, or working overtime when needed.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.