Contact Center Trainer (Service & Sales)

Remote • Full-Time • Training & Development

Why Join Grand Circle Corporation?

At Grand Circle, our people aren't just part of the business, they are the business. We're a travel company powered by a people-first culture where feedback is welcomed, new ideas are encouraged, and development never stops.

As a Contact Center Trainer, you'll help develop the associates who create unforgettable experiences for travelers around the world. You'll have the opportunity to shape onboarding, coaching, and development across our service and sales teams.

What Makes GCC Different?

• A people-first, feedback-driven culture
• Real career growth across training, leadership, and operations
• The opportunity to shape and improve training programs
• A mission that means something: enriching lives through travel
• Travel perks that let you experience the journeys you help make possible

If you love developing people, improving training programs, and making an impact, we want to meet you.

About the Role

We're looking for an experienced Contact Center Trainer to join our Training team and support talent development across the Traveler Relations Center.

You'll facilitate engaging virtual training, lead new-hire onboarding, and support ongoing coaching and development across both customer service and sales. You'll partner with leaders to identify skill gaps, improve training programs, and help associates reach their full potential.

What You'll Do

• Deliver engaging virtual training for new and existing contact center associates across service and sales, primarily through Microsoft Teams.
• Lead new-hire onboarding, upskilling, and continuous learning initiatives.
• Create and improve training materials including presentations, videos, job aids, assessments, and knowledge checks.
• Identify opportunities to improve onboarding, learner engagement, ramp time, and post-training performance.
• Coach associates on systems, software, hardware, and contact center tools.
• Assess trainee performance, identify skill gaps, and provide targeted coaching.
• Use feedback, assessment results, and performance data to identify training opportunities and measure effectiveness.
• Partner with the Training Director and department leaders to align training with evolving business needs.

What We're Looking For

• Training experience (required): 2+ years of experience as a trainer, facilitator, or learning professional.
• Virtual training experience (required): Experience facilitating live virtual training through Teams, Zoom, or similar platforms.
• Contact center training experience (strongly preferred): Experience leading new-hire or cohort-based training in a contact center, customer service, or sales environment.
• Curriculum development (required): Experience creating, adapting, and improving training content and materials.
• Innovative mindset (required): Continuously looks for ways to improve training, onboarding, and learner outcomes.
• Tech savvy (required): Comfortable learning new systems and troubleshooting technical issues.
• Adaptable (required): Able to remain calm and effective when priorities or processes change.
• Feedback-driven (required): Comfortable giving and receiving direct feedback in a collaborative environment.
• People-first (required): Patient, approachable, and able to adapt to different learning styles and skill levels.
• Sales training or contact center sales experience (strongly preferred).
• Travel industry experience (preferred).
• GDS experience (preferred): Familiarity with Sabre, Apollo, Amadeus, or Worldspan is a plus.

What Makes Someone Successful in This Role

The most successful candidates will:

• Bring new ideas and challenge the status quo.
• Adapt quickly to changing priorities and business needs.
• Build trust and credibility with learners and leaders.
• Use technology, creativity, and data to create effective learning experiences.
• Balance learner needs with operational and business goals.
• Embrace feedback and continuously look for ways to improve.