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Coordinator, Training and Development

2 months ago

Québec, Canada Vacances Air Canada Air Canada Vacations Full time

**Start date**: ASAP

**End date**: 1 year contract

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

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