Training & Content Coordinator

What you'll do Responsibilities What You'll Be DoingTraining & Development 🧠Design and deliver training programs tailored to Customer Care needsConduct training needs assessments and develop learning plansFacilitate Train-the-Trainer sessions with Leads and departmental leadersCreate course materials for classroom, coaching, and digital formatsLead validation activities, exams, and training plan reviewsKnowledge Management 📚Maintain and evolve knowledge content and tools (e.g., ServiceNow)Ensure content is current, accessible, and easy to navigateCapture updates from new initiatives and process changesPromote knowledge sharing across teams and partnersPerformance & Process Improvement 📈Use analytics to measure training effectiveness and engagementRecommend and implement improvements to training and content processesStay current with departmental tools and technologies What you'll need Qualifications Education & Experience 🎓Diploma or degree in Business, HR, Communications, Adult Education-or equivalent experienceMinimum 2 years in training and content development, ideally in a Customer Service environmentExperience with needs assessments, content creation, and leadership trainingProficiency in Microsoft PowerPoint and ServiceNowMust be 19+ and reside in Atlantic CanadaSkills & Strengths 💡Strong analytical and problem-solving abilitiesExcellent communication and presentation skillsCustomer-focused mindset with a passion for service excellenceQuick to learn and apply new technologiesExperience training others on tech tools and systemsAssets 🌟Contact Centre experienceExperience in the lottery or gaming industryPost-secondary education in Adult Education or Trainer CertificationAL Benefits:Extended health coverage that includes medical, dental, and vision.Basic life insurance and disability.Defined Benefit Pension Plan.Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays. Plus, we have a vacation purchasing program.Wellness Support: Wellness programs focused on physical and nutritional health (and more), 3 paid personal care days and a 24/7 Employee & Family Assistance Program.Two volunteer days per year.Career advancement opportunities.Recruitment Process: Over the past few years, we have embraced meaningful changes in our workplace, including enhancements to our hiring practices. Our typical recruitment process includes two in-person interviews, an assignment and/or scenario-based questions to assess your knowledge, behavioral or cognitive assessments, and verification of relevant certifications, where applicable. All interviews are conducted in English, our primary working language, unless otherwise specified.We appreciate the interest of all applicants; however, only those selected for an interview will be contacted. Please note that the successful candidate will be required to undergo reference checks and a mandatory criminal background check. Depending on the role, financial, educational, and credential verifications may also be conducted as part of our comprehensive hiring process.Internal Employees: Internal employees interested in this opportunity must be in 'good standing,' which includes meeting expectations on their last performance review. Performance improvement plans, disciplinary action, attendance, mandatory training, and other performance-related items will also be taken into consideration when determining the applicant's 'good standing' status. Please note that the Predictive Index (PI) assessment will be conducted or, if already completed, provided to the hiring managers.Eligibility to Work in Canada: As applicable, candidates must have acquired all required work permits/visas and other authorizations and otherwise be eligible to work in Canada at the time any offer of employment is made by AL. It is the sole responsibility of the candidate to obtain all required work permits/visas and other authorizations.