Training Manager

About the Company

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloudbased telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.

Position Summary

We’re looking for a Training Manager who can build strong learning experiences, support a team of Trainers, and help employees succeed. You’ll lead training strategy, coach a team of Trainers, and work closely with Operations and clients to implement programs that help employees feel confident, capable, and ready to create exceptional experiences for every customer.

What You’ll Do

• Oversee the day-to-day performance, development, and support of Trainers, ensuring they are equipped to facilitate effective learning.

• Provide direction and support to Coaches, helping them reinforce key behaviors, strengthen service consistency, and support ongoing employee development. • Use scorecard results, quality insights, customer experience metrics, and operational trends to identify opportunities for improvement and guide trainer coaching plans.

• Coach Trainers through regular observation, feedback, calibration, and performance conversations that strengthen consistency and impact.

• Partner with Operations, Human Resources, Workforce Management, and clients to understand business priorities, align training plans, and address performance gaps.

• Attend client meetings to offer expert training feedback on opportunities for improvements and creative solutions

• Design, refine, and support engaging learning experiences across classroom, virtual, eLearning, huddles and refresher sessions

• Monitor training effectiveness and use results to improve trainer performance, employee confidence, guest-focused service behaviors, and the overall customer experience.

If you’re a collaborative learning leader who enjoys developing people, improving programs, and turning business needs into practical training solutions, this role is a great fit.

Other Duties

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

What You’ll Bring

You’ll be successful in this role if you have:

• Post-secondary education in education, business, adult learning, or related field— or equivalent experience.
• 3+ years of experience in training, facilitation, operational leadership or people leadership.
• Strong coaching, facilitation, communication, and presentation skills.
• The ability to manage priorities, adapt quickly, and keep learning solutions focused on results.
• Proficiency with Microsoft Office, Learning Management Systems (LMS), and virtual learning platforms such as Microsoft Teams or similar learning technologies.
• Experience supporting training and development initiatives within a contact center or customer service environment is considered a strong asset.

Compensation & Benefits

Benefits include medical, dental, vision, group RRSP plan, flexible PTO, parental leave, and more

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. We will never request a fee or payment from undefined candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
• If you are still unsure call 1 (877) 241-2516