You will have the important role of helping the employees across the different sites to be at their best for our customers. You will be responsible for the end to end delivery of existing L&D solutions mainly to our Customer Service Associates. In this role, you will do a mix of learning activities both in structured/formal learning settings as well as on the operational floor. You will be responsible for the development of performance improvement initiatives and delivering structured/formal learning. You will develop your audience through a range of learning methodologies including instructor led training, and facilitation across an array of learning activities including (workshops, floor support, campaigns, demos, drop in sessions, tactical support initiatives and formal classroom based programs).
What are the key accountabilities /main activities for the role
You are responsible for the effective delivery and design (tactical) of L&D solutions and you will deliver these through;
Effective delivery of structured/formal L&D solutions e.g. New-Hire (on site and virtual) and tenured CSA, behavioral (soft skill) training within your allocated areas.
Effective facilitation of performance improvement learning initiatives on the floor. This could be carried out through conducting workshops and side by side support.
Design of operational (tactical) solutions utilizing a range of multi -media tools, creating a personalized and engaging learning experience, working alongside the Instructional Design team and build the related implementation plan. Ensure all training content developed adheres to the agreed standards, authoring and localization guidelines, creation and review processes and procedures set.
Ensure the appropriate learning content is fully up to date and fit for business purpose.
Effective presentation prior to delivery ensuring you have a constant focus on continuous improvement feeding learnings, observations and suggestions back into the learning cycle as is appropriate.
Ensuring you create an effective learning environment with the right tools and systems in place to support effective learning.
Ensuring you have a clear self-development and upskilling plan to help you be at your very best and update with the latest learning delivery strategies and techniques.
Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives.
Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to.
Key relationships: typical stakeholders this role works with:
Operational frontline leaders (ops managers, team managers, resolution leads); Program managers; Business teams; Instructional Design team; Learning & Development training leads and managers
Personal skills required for the role
A passion for learning, developing and growing people.
Excellent facilitation and delivery skills.
Excellent Customer service skills.
Being flexible and adaptive.
Great communication skills.
Willing to learn and be curious.
Excellent relationship and stakeholder management skills.
Interpersonal skills and building effective working relationships.
Applying judgement and taking ownership.
Ability to adapt to change effectively.
Excellent at giving feedback and having meaningful conversations.
Excellent co-ordination and organization skills.
Relevant experience and/or professional qualification in Learning & Development, and facilitation. Bachelors Degree or Equivalent Extensive experience in delivering and facilitation of learning & development programs and initiatives. A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple facing channels. Experience in delivering full competency development learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service. Experience in the design & delivery of tactical/local team based solutions. Experience in identifying learning & development needs within an operational environment. Understanding the importance of and training on any compliance, health and safety regulations that may effect and impact learners and customers. Excellent level of English and French (written and spoken) Demonstrate proficiency in articulate storyline and understanding of SCORM and LMS
3 - 5 years Industry Experience in Customer Service or Telecommunications Industry.