Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. With over 200 professional experts across the globe, we service some of the world's most successful Fortune 500 and Fortune 1000 companies.
This position requires a professional who is passionate about learning and development and experienced in delivering impactful soft skills and communication training programs. The ideal candidate will possess exceptional communication and coaching abilities, a strong understanding of adult learning principles, and the capability to drive measurable improvements in employee performance and customer experience.
Responsibilities:
- Design, develop, and deliver engaging soft skills and communication training programs for new hires and existing employees.
- Facilitate training sessions covering active listening, email and call etiquette, empathy, conflict resolution, customer handling, and professional communication.
- Conduct training needs analysis through call and email monitoring, surveys, performance metrics, and stakeholder feedback.
- Provide one-on-one and group coaching sessions to drive behavioral change and performance improvement.
- Create and maintain training materials including presentations, assessments, role plays, case studies, and participant guides.
- Conduct refresher and remedial training programs for employees requiring additional development.
- Track and measure training effectiveness using assessments, quality scores, CSAT, and other business KPIs.
- Partner with Operations and Quality teams to align training initiatives with business objectives and client expectations.
- Conduct first-level communication assessments and interviews for prospective hires.
- Mentor junior trainers and contribute to the continuous improvement of training frameworks and methodologies.
- Prepare training reports, performance dashboards, and recommendations for stakeholders.
- Stay current with industry trends, learning technologies, and best practices in training and development.
Qualifications:
- Bachelor's degree in any discipline. Degrees in Education, Communication, Psychology, Human Resources, or related fields are preferred.
- Minimum 5 years of experience in soft skills, communication, customer service, or behavioral training.
- Minimum 2 years of experience in a Senior Trainer, Lead Trainer, or equivalent role.
- Excellent verbal and written English communication skills with a neutral and professional accent.
- Strong facilitation, presentation, coaching, and interpersonal skills.
- Proven experience in coaching, feedback delivery, and performance management.
- Experience designing and developing training curricula and learning materials.
- Knowledge of adult learning methodologies and training evaluation techniques.
- Experience measuring training effectiveness through quality metrics, customer satisfaction scores, and employee performance indicators.
- Experience conducting communication assessments and interview evaluations.
- Familiarity with Learning Management Systems (LMS) and digital learning platforms.
- Relevant certifications such as Train the Trainer, Coaching Certifications, or Learning & Development credentials are preferred.
- Strong analytical and problem-solving skills with a data-driven approach.
- Excellent stakeholder management and collaboration abilities.
- Ability to work in a fast-paced, dynamic environment.
- Strong attention to detail and organizational skills.
Benefits at Anovia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave for personal time off
- Ample growth and learning opportunities
- Remote work opportunities
- Focus on work/life balance
- Immigration Program supporting immigration to Canada for eligible employees
We thank all candidates for their interest; however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer.
