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Trainer, Contact Centre Sales

3 months ago

Markham, Canada Accoravillage Full time

Markham, ON, Canada Req #2558

Wednesday, July 17, 2024

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

Status: Full-Time

Reports to: Senior Manager, Learning & Development

Department: Customer Operations

Division: Enercare Home and Commercial Services

Location: Hybrid (Markham)

Accountabilities:

  • Develop and maintain training material, job aids, reference materials and quizzes/tests (e.g. Service, Billing, Retention, Sales, Customer Experience)
  • Work closely with internal teams and partners to identify and resolve issues through training
  • Co-lead the training work in different Business Units/Functional Areas with other team trainers
  • Utilize proven techniques to research, design and develop multimedia learning materials for new and existing programs in a variety of contexts and subjects.
  • Using proper methodology, determine or verify accurate learning objectives to create relevant and scalable learning content and assessments.
  • Work directly with SMEs, and business stakeholders as needed for each project.
  • Conduct training needs analysis to recommend a learning solution.
  • Schedule and lead knowledge sharing in design and review sessions.
  • Deliver training as required to internal and partner teams – train the trainer sessions for contact centers
  • Serve as an innovative change agent for continuous improvement in learning solutions through improved/enhanced methodologies.
  • Collaborate by submitting all learning solutions to SMEs and business owner for review & approvals
  • Design and develop learning solutions supported by Enercare’s Learning Management System (LMS).

Qualifications:

  • Minimum of 5-7 years experience in design and development of instructional material in a corporate setting and producing creative learning solutions.
  • Must have demonstrated knowledge of course development and curriculum within a Learning Management System (LMS) and Knowledge Management System (KMS)
  • Must be detail-oriented and able to coordinate and track simultaneous projects.
  • Strong presentation skills and communication skills
  • Strong organizational skills
  • Knowledge of adult education, learning and development best practices
  • Strong written and verbal communication skills.
  • Creative, but able to follow documented styles and standards.
  • Self-motivated, quick learner, resourceful

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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