Knowledge Improvement Specialist

2 weeks ago

Ottawa, Canada Canada Post - Postes Canada Full time

Job Requisition Id: 169415
Business Function: Business Transformation
Primary City: Ottawa
Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Term
Language Requirement: Bilingual Imperative (AAAA)
Employee Class and Level: SL 04
Working Hours:
Number of Vacancies: 1

**Salary**:
Job Closing Date (MM/DD/YYYY):
**Responsibilities**:
Below are the main job requirements and responsibilities for the Knowledge Improvement Specialist.
- Develops, implements, and monitors a detailed and comprehensive knowledge transfer plan for Service professionals on the team. Designs surveys to determine training gaps, identify knowledge gaps, and develop training plans for the team. Coordinates, delivers and facilitates all training and orientation programs on products and services
- Monitors the SERVE Team’s knowledge and understanding of Canada Post operations and their customers to develop one-on-one or group learning sessions.
- Monitors the quality of team communications and SERVE Tool usage by monitoring live customer calls, by listening to recorded customer interactions and by reviewing CRM (Customer Relationship Management) cases.
- Increases knowledge of the SERVE Team on Canada Post’s products and services by promoting the ‘Customer Value Proposition’ through automated self-help tools and Internet technologies to gain efficiencies for both the customer and Canada Post.
- In conjunction with the Superintendent, Commercial Service, conducts needs analysis for all soft skills training required for all CSN professionals and shares the results with the Human Performance Management team.

**Job Responsibilities (continued)**:

- Distributes all training materials to appropriate audience and monitors effectiveness through follow-up surveys to ensure knowledge transfer has taken place.
- Reviews all proposed change management initiatives to assess impact on knowledge and skills of the Customer Service Network. Recommends appropriate training solution(s).
- Answers all product specific knowledge questions from the CSN Telephony Team and works with Head Office Marketing team to facilitate resolution on any escalated issues, in addition, may handle escalated customer calls.
- Keeps up-to-date with changes in postal products, services and regulations through self-study, successful completion of Canada Post Corporation National Sales and Service Training Programs, attendance at relevant seminars and courses, reading relevant publications, journals and periodicals.
- Performs other related duties.

**Qualifications**:
Education
- Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

Experience
- Minimum 2 years’ experience working in commercial customer service and/or commercial sales in a call centre environment PLUS Minimum 2 years’ experience with Canada Post procedures and services
- Not Applicable

Assets
- Not Applicable

**Other Information**:
Priority will be given to APOC employees

**Safety Sensitive Positions**
This position may be considered a Safety Sensitive position.

**Employment Equity**

Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

**Conflict of Interest**
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

**Accommodation**

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

**Important Message**

**Leadership Behaviours**
**Decision Making **- A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
**Accountability **- An individual who strives for performance excellence and who holds themselves and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
**Business Orientation** - A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business

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