Trainer, Safety Operations Center

1 week ago

Calgary, Canada Blackline Safety Full time

Our team at Blackline Safety is growing As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

We are seeking a dedicated and adaptable individual to join our Security Operations Center (SOC) team in a mentorship and training support role. This role supports the SOC department by working closely with new Specialists to ensure their successful transition from probationary to permanent positions. Additionally, this role assists senior Specialists with refresher training to uphold our high service standards for Alert Management.

To excel in this position, you must maintain a flexible work schedule, adjusting as needed to mentor Specialists during their shifts and provide refresher trainings. This includes working on different shifts or occasionally covering night shifts for training purposes.

**Responsibilities**:

- Collaborate with the Training Lead to organize and facilitate training for new hires using a variety of methods, including in-room instruction, e-learning modules, and hands-on practice sessions.
- Assist in creating and maintaining a training schedule aligned with new software/products.
- Provide comprehensive training to new Specialists through interactive workshops, role-playing scenarios, and real-time demonstrations.
- Mentor new Specialists during their three-month probationary period to ensure compliance, using one-on-one coaching and regular performance feedback sessions.
- Monitor Specialists' calls and provide feedback as needed, utilizing call recordings and live call monitoring tools.
- Oversee ongoing/active alerts to ensure accuracy.
- Prepare Observation reports for new Specialists, offering praise, constructive feedback, and tracking progress through detailed performance metrics.
- Review and provide additional training or retraining as necessary, incorporating feedback from performance assessments.
- Work with the Shift Lead to transition agents fully onto their shift after the probationary period.
- Schedule ongoing refresher training for all Specialists as required, using updated training materials and new learning technologies.
- Assist in creating new content for protocols or procedures that require additional information, ensuring they are engaging and easy to follow.
- Collaborate with the Training Lead and Leadership to develop measurable tests and quizzes that assess knowledge and identify areas for improvement
- Create and maintain SOC spreadsheets and training documents with updated information.
- Document true incidents and communicate pertinent information to internal stakeholders.
- Serve as a backup for the Training Lead during their absence.
- Perform other duties as assigned.

**Qualifications**:

- Bachelor's degree in a relevant field or equivalent work experience and/or certifications.
- Proven experience in designing and delivering training programs.
- Strong presentation and facilitation skills.
- Familiarity with instructional design principles and adult learning theories.
- Excellent organizational and project management skills.
- Ability to collaborate effectively with various stakeholders.

**About Blackline Safety**

**Disclaimer**:
Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.

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