Training and Process Development Analyst

2 weeks ago

Markham, Ontario, Canada ENERCARE Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be.

With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.

We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work.

Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.


Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan.

If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.


Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization.

Join us with an open mind on the future of work

Role:
Training and Process Development Analyst

Status:
Regular, Full Time

Reports to:
Senior Manager, Learning Development & Change

Division:
Customer Operations & Experience

Location:
Birchmount (Markham)


As a key member of Enercare's Operations Learning team, the incumbent is primarily responsible for the analysis, design, development, implementation and evaluation of training and process documentation of Front & Back Office Operations, Field, Sales and Contact Center staff.


Accountabilities:

  • Collaborate with Operations, Learning and vendor stakeholders as the Knowledge Management System administrator.
  • Supports the management (loading and upkeep) of the organizational knowledge management system (NICE CXone)
  • Analyzes business processes into specific bite sized steps, design and implement new business process documents, continuously improve existing documents.
  • Identify strategies, risks, options, recommend approaches, and mitigations to enhance existing processes, meet functional requirements, deploy learning, and collaborate with stakeholders on large organizational initiatives and overall customer contact center operations
  • Contribute to change management by creating and maintaining documentation related to the learning workstream,and using data to create better experiences for learners
  • Conduct deepdive sessions (need analysis) with stakeholders to assess business learning needs, process documentation requirements and provide guidance on overall operation processes. Designs and develops training materials to support all job changes resulting from systems and process improvements
  • Partners with our Quality and Customer Experience teams to continuously analyze and improve existing training materials & programs based on user feedback, Operational quality assessments and audits, and other business inputs
  • Facilitate Trainthetrainer sessions prior to the launch of new programs and acts as onsite support of new projects, programs and processes to ensure effective implementation and knowledge transfer.
  • Design and development of various employee communication pieces regarding business and system changes (i.e. what's new, team huddle slides etc.).
  • Participates in policy and procedure development to help ensure accuracy, consistency and clarify in manuals and published Knowledge Management articles
  • Edits policies, procedures and other materials
  • Assist in maintaining and communicating standards for policies and procedure writing
  • Interpret process maps and convert them into procedural articles that will be easy for an end user to retain
  • Validate training materials and manuals created by business stakeholders
  • Assist in testing of new processes and procedures as needed
  • Knowledge of current industry standards for technical writing, appropriate English grammar, usage of editing
  • Good leadership skills with emphasis on planning, organizing and scheduling

Qualifications:

  • University undergraduate degree, college diploma or equivalent work experience
  • Completed or working towards Adult Education Certification
  • Sound knowledge of adult learning principles and instructional design (ADDIE)
  • Excellent presentation and facilitation skills
  • Demonstrated experience managing multiple learning/instructional development projects to meet time, cost and quality requirements.
  • Strong knowledge of a service oriented business
  • Demonstrated ability to succeed in a rapidly changing business environment
  • Demonstrated influencing skills
  • Proven planning, project and change management skills.
  • Ability to work flexible hours and travel to deliver training and support within Ontario.
  • Strong computerbased knowledge and skills
  • Selfdirected team player
  • Welldeveloped communication skills (verbal, wr

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