Coordinator, Training

2 weeks ago

Montreal, Quebec, Canada Air Canada Vacations Full time
**Description d'emploi**:
Air Canada Vacations is hiring a Training & Development, Coordinator, / Vacances Air Canada recrute un/une Coordonnateur(trice), Formation et développement.

Planning and organizing the training of new hires within our call center. Deliver training and refreshers to employees including new hires. Create and update reference manuals and bulletins

**Responsibilities**:

- Maintain training manuals in order to conduct training sessions and ensure that training material is accessible to all employees on MILO
- Facilitate orientation, training and refreshers of new hires on our different reservation systems, as well as on other tools needed to perform their tasks.
- Create new procedures when needed
- Inform the staff on new and actual procedures, existing and new products and promotions.
- Guide new hires during call center initial training.
- Maintain good contact with suppliers (hoteliers and tourist offices) in order to plan and coordinate training sessions
- Verify, clarify, research and re-structure information provided by the business to ensure communication to staff is comprehensive and complete
- Answer questions received on our products, and maintain a reference documents for all to consult.
- Communicate changes / corrections to be made in the systems to the appropriate departments.
- Update skills and knowledge by enrolling in training specialist programs and assisting to presentations.
- Coordinate tour guides and liaise with tourism schools to facilitate the Call Centre hiring process

**Knowledge and Skills required**:

- College diploma in Tourism
- Minimum of 1 year experience in a call center position as well as facilitation and/or coaching experience
- Fluently bilingual in English and French
- Excellent communication and organizational skills both written and verbal
- High energy and enthusiasm level
- Strong team player
- Knowledge of TTS and ARD
- Excellent interpersonal skills and the ability to motivate employees
- Demonstrate good judgment, initiative & flexibility
- Detail oriented
- Ability to work under pressure, multi task and manage daily schedule
- Advanced computer skills in Word, Excel, Power Point as well as Air Canada Vacations Reservation system
- In depth product, policies and procedures knowledge

Planifier et organiser la formation des nouveaux employés au sein de notre centre d'appels. Dispenser des formations et du perfectionnement aux employés, y compris aux nouveaux employés. Créer et mettre à jour les manuels de référence et les bulletins.

**Responsabilités**:

- Tenir à jour les manuels de formation afin d'organiser des séances de formation et s'assurer que le matériel de formation est accessible à tous les employés sur MILO.
- Faciliter l'orientation, la formation et le perfectionnement des nouveaux employés sur nos différents systèmes de réservation, ainsi que sur les autres outils nécessaires à l'exécution de leurs tâches.
- Créer de nouvelles procédures au besoin.
- Informer le personnel sur les procédures nouvelles et actuelles, les produits existants et nouveaux et les promotions.
- Guider les nouveaux employés lors de la formation initiale du centre d'appels.
- Maintenir un bon contact avec les fournisseurs (hôteliers et offices de tourisme) afin de planifier et de coordonner les séances de formation.
- Vérifier, clarifier, rechercher et restructurer les informations fournies par l'entreprise afin de s'assurer que la communication au personnel est complète et exhaustive.
- Répondre aux questions reçues sur nos produits, et maintenir un document de référence à consulter par tous.
- Communiquer les changements et corrections à apporter aux systèmes aux départements appropriés.
- Mettre à jour les compétences et les connaissances en s'inscrivant à des programmes de formation spécialisés et en participant à des présentations.
- Coordonner les guides touristiques et assurer la liaison avec les écoles de tourisme pour faciliter le processus de recrutement du centre d'appels.

**Connaissances et compétences requises**:

- Diplôme d'études collégiales en tourisme;
- Minimum d'un an d'expérience dans un poste de centre d'appels ainsi qu'une expérience de facilitation ou de formation;
- Bilinguisme parfait en anglais et en français;
- Excellentes compétences en communication et en organisation, tant à l'écrit qu'à l'oral;
- Niveau élevé d'énergie et d'enthousiasme;
- Excellent esprit d'équipe;
- Connaissance de TTS et ARD;
- Excellentes aptitudes interpersonnelles et capacité à motiver les employés;
- Bon jugement, initiative et flexibilité;
- Souci du détail;
- Capacité à travailler sous pression, à effectuer plusieurs tâches et à gérer le calendrier quotidien;
- Compétences informatiques avancées en Word, Excel, PowerPoint ainsi que le système de réservation de Vacances Air Canada.

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