Contact Center Training Trainer

3 weeks ago

Mississauga, Canada World Vision Canada Full time

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.
You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.
**Position**: Contact Center Training Trainer
**Reports to**: Manager, Procurement and Logistics
**Position Term**: Full Time Temporary
**Primary Location**: Mississauga, Ontario, Canada
**Workplace Type**: Hybrid
**Job Purpose**:
Trainer, Operational Excellence provides training for Operational Excellence teams, ensuring staff are properly equipped to handle customer issues and represent World Vision’s brand and strategic direction

**Responsibilities**:

- Works with internal stakeholder to understand business goals and strategies, acting as the liaison for the Training department and offering suggestions and recommendation from the Operational Excellence lens
- Works with OE Managers to build and implement efficient training processes, ensure training addresses identified areas of improvement
- Responsible for executing the training plan, planning and prioritizing the training needs for each team
- Takes part in training needs identification (planning) to ensure priorities, timelines, trainer resourcing/availability, and scheduling
- Develops the training programs and courses; ensuring multi-vehicle delivery
- Coordinates training logistics (availability of materials, invitations, etc.)
- Delivers in-class training as defined by the training plan
- Evaluates the participants learning during the training, relaying outputs to OE Managers
- Manages the attendance, discipline, and training of all participants in the class
- Provides onboarding assistance for newly hired OE employees and re-training current employees on new procedures
- Uses a consistent methodology to develop and deliver effective training
- Overseas, creates, maintains, organizes, and updates all documentation pertaining to or impacted by projects; ensure that all documentation is readily available
- Suggest and review enhancements for new training technology

**Key Cross-Functional Interfaces**:

- Operational Excellence: Work closely with members of OE to plan training and maintain documentation
- Enterprise Technology and Transformation Solutions: Escalate system issues and bugs arising from training sessions
- Philanthropy Engagement & Partnerships: work with managers to plan training as needed

**Qualifications**:

- Post-secondary education in training or adult education is an asset
- Experience developing and delivering complex, multi-faceted training for brand, products, processes, and systems
- Strong change management skills with a solution-oriented approach
- Demonstrated organizational, interpersonal, communication, financial, and analytical skills
- Ability to deliver complex, technical training
- Ability to multi-task, think critically and analytically, with sound judgment and evaluation
- Knowledge of World Vision systems and processes an asset

Why Consider Us?
- World Vision Canada has consistently been awarded Canada and GTA top employer awards.
- We are Canada’s largest development, relief, and advocacy non-profit organization.
- We embody an Agile mindset here.
- We offer competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account.
- We match pension contributions up to 6% and provide a top-up for pregnancy & parental leaves.
- We offer extra time off for restoration by closing for an additional day on long weekends, 6 times a year.
- We provide up to six weeks’ vacation, plus paid sick days, personal days & wellness days.
- We offer a family-friendly, caring, and flexible work environment.

LI-Hybrid
We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost family livelihoods. We work with policy makers to change the way the world is run. Our Christian faith teaches us that every child, regardless of gender, faith or race, is a precious gift to the entire world - and that their wellbeing concerns us all. We shall never rest while children suffer in situations that can be changed.
Canada's Top 100 Employers GTA Top 100 Employers
**Our Core Values**: We are committed to the Poor. We are Christian. We are Stewards. We value People. We are Partners. We are Responsive.
World Vision Canada takes our Safeguarding responsibilities seriously and we provide an environment that is safe for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the ch

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