Overview:

We are looking for a positive and professional Training Facilitator to join our team of trainers who report to our Training Manager. This is opportunity starts with establishing our training practice with new and existing clients. You would be primarily responsible for delivering on brand classroom training techniques and soft skills.

The role also includes coaching and managing performance in the classroom and as learners transition into the production environment. It may also be possible to help the training design team to modify and improve the training content.

This opportunity is to support our Canadian banking portfolio with responsibility for the delivery of brand, technical and soft skills training through classroom (up to 18 participants) and group training (5-7 participants). The role also includes coaching and performance management in the classroom and while learners transition into production.

Position: Training Specialist

Position Status: Full Time On-Site available

Hours of Work: Monday-Sunday 07:00 - 16:00 EST/ 16:00 - 01:00 EST

Responsibilities:

Preparation for delivery of training including systems, facilities, course materials and welcome emails to class participants
Uses adult learning principles to conduct in-class technical and/or soft skills training for new and existing employees. Class sizes can vary from 2 to 20 participants
Adheres to processes and methodologies to fulfill delivery and report on the delivery of scheduled training curriculum and related activities aligned with operational strategies and goals
Completion of all mandatory privacy, security, and fraud training
Uses standardized evaluations to assess training impact/effectiveness and provides results and suggestions to key stakeholders in Operations, Recruitment and Training Design
Provides support and coaching to new trainees in the classroom, and as they transition into production, to ensure that learners are adequately skilled and supported to meet their key performance goals
Identifies unique challenges of some learners and creates supportive plans to address
Coaches learners on early performance so that they meet transition performance benchmarks

Requirements:

Credit Card and or Financial Industry experience (as required based on portfolio)
Excellent communication skills in both official languages (English/French), verbal and written required
1-2 years operational and customer service experience within a Contact Centre is considered an asset
Flexibility to prepare for and conduct training sessions as scheduled or as necessitated by operational requirements including but not limited to: (day shift – 7am – 3 pm; 9am – 5 pm and/or evening shift 3:00 pm – 11:00 pm)
Strong organizational skills and time management skills
Passionate customer orientation
Natural solutions orientation
Experience providing feedback in a supportive manner
Ability to identify performance trends and put a customized action plan in place.
Take initiative to rectify problems in the training environment & see through to resolution
Coaching experience, demonstrating listening, understanding, providing feedback, and setting goals
Must work well with changing priorities
Comfortable with matrix leadership structures
Completion of Adult Education Certificate/Training and Development Certificate or in progress considered an asset or relevant experience.

Process & Comm Training Analyst