Customer Experience Training Specialist

4 months ago

Richmond Hill, Canada York Region Full time

**Job Description**:
**POSITION PURPOSE**

This position is responsible for assessing departmental learning and development needs, including Customer Service; researching, designing, developing and facilitating customer strategy and services specific learning modules and training programs. Providing CRM training, refresher training, contact centre technology and program training to departmental staff; developing, implementing and reviewing specific department learning and development policies, processes and practices; ensuring that learning and development practices are in alignment with Corporate Customer Experience Plan, policies and programs; and providing leadership, training and guidance related to Customer Experience to department management and staff.

**MAJOR RESPONSIBILITIES**
- Collaborates/works with internal stakeholders and follows the corporate strategic leadership, planning and direction related to this function.
- Researches, designs, develops and delivers learning plans modules and manuals.
- Conducts needs analysis, surveys and assessments to determine learning and development needs and areas requiring support.
- Assesses learner performance against learning objectives providing feedback and coaching on performance.
- Implements appropriate tools to evaluate the effectiveness of training programs; prepares summary reports on participant feedback and makes recommendations or adjustments as required.
- Researches program training technology, legislated training requirements, individual and group learning and development plans.
- Develops, implements and reviews Department’s Customer Experience learning, development and related policies, processes, practices, technologies and skills development by position.
- Develops, maintains, and reports on training and certification activities for staff.
- Conducts audits of employee training status and provides updates to management.
- Oversees the maintenance of employee and program training files to ensure compliance with legislated documentation requirements as needed.
- Performs specialized or technical work to support program/project deliverables and/or meet legislative requirements; remains current with relevant legislation, regional policies and practices, industry knowledge and developments, and technologies, as required.
- Performs other duties as assigned, in accordance with Department objectives.
- Proactively develops and recommends Customer Service training plans by position within the department.

**QUALIFICATIONS**
- Successful completion of a Community College Diploma in Business Administration, Social Sciences, Adult Education, Training and Development or related field or approved equivalent combination of education and experience.
- Minimum three (3) years demonstrated experience in adult education, including program design, delivery and evaluation and/or training and development experience in related program area.
- Knowledge and demonstrated ability in instructional design, analysis, measurement evaluative methods, facilitation and presentation skills.
- Solid analytical research, planning, coordination and project management skills with ability to work independently on diverse projects.
- Strong interpersonal relationship skills to communicate effectively with all levels of staff, external stakeholders, etc.
- Demonstrated knowledge, skill and experience in writing training modules, programs, reports and delivering training.
- Valid Ontario Class “G” driver’s license and reliable vehicle to use on corporate business.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.

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