Call Excellence Trainer

3 weeks ago

Cambridge, Canada Reliance Home Comfort Full time

For the past 50 years, Reliance Home Comfort has been the industry leader in providing home comfort solutions to over 1.9 million customers across North America.

Reliance has been providing affordable, reliable home heating, cooling, hot water, water purification, electrical, plumbing & Smart Home products & services. Our customers know they can count on us for fast, friendly, knowledgeable service and advice - and that’s comfortable

Our organization has grown exponentially in size and we are incredibly proud to be recognized recently by:

- Waterstone Human Capital Ltd. as Canada’s 10 Most Admired Corporate Cultures
- Waterstone Human Capital Ltd. for Canada’s Most Admired CEO (Sean O’Brien)
- Glassdoor as “Best Places to Work in Canada”

Each day, 2,300 Reliance Team Members focus on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. In 2019 alone, we have donated over $650,000 to United Way and $100,000 in equipment to Habitat for Humanity.

**Primary Mission**: An excellent opportunity for a high energy, result-focused individual to design and deliver one on one, classroom and virtual instructor led training to both unionized and non-unionized Call Centre Agents.

**Key Responsibilities**:

- Instructional design or redesign of learning materials.
- Delivery of training to various group sizes, via various channels.
- Maintenance of learning materials to ensure content is current.
- Ensure that learning takes place in a timely/cost effective manner.
- Coordinate the on-time delivery of multiple training projects at one time.
- Test learners for understanding of training and administer evaluation of the training.
- Maintain the records of both the test results and training evaluations. Provision of these results to the managers as requested.
- As necessary based on testing and evaluation, adjust training to improve.
- Deliver post training/refresher training to address deficiencies in knowledge and performance as necessary.
- Work with others within the company to create the appropriate content and context for successful learning.
- Work with Workforce Planning to ensure optimal scheduling and class size.
- Provide support to Third Party Trainers, most often in a “train the trainer” manner.
- Create knowledge-based documents to support agent learning as required.
- Participate in Management Team Meetings as required.
- Participate in Contact Centre projects as assigned by their reporting manager. Perform other related duties as assigned

**Skills, Abilities and Experience**:

- Office/Call Centre/Virtual environment.
- Travel to other Reliance locations as required.
- Flexible work hours to accommodate extended business day of the Call Centre (Monday to Sunday / 8:00am to 9:00pm). Some overtime may be required due to workload.
- Post-Secondary education or equivalent experience.
- Minimum of 3 years of proven performance and experience in a call centre environment or in a similar role
- Effective presentation and facilitation skills.
- Strong verbal and written communication skills.
- Ability to work within deadlines and on multiple training projects.
- Above average skills in Microsoft office - including Word, PowerPoint, Snag It, Visio, Captivate and Adobe Presenter.
- Self-starter, self-sufficient, pro-active and enthusiastic.

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