Contact Centre Trainer

**Company Overview**:
Ontario One Call operates an inbound contact centre that collects information from people planning to dig to assist in identifying underground infrastructure. You would be truly amazed at what is buried beneath your feet In addition to our contact centre, we are also responsible for public education, industry outreach and compliance. Ontario One Call is a not-for-profit, governed by a Board of Directors representative of the underground infrastructure and excavation industries.
**Core Values**:
At Ontario One Call, we are Reliable Experts who Care.
- ReliableWe are dependable and accessible
- ExpertsWe have the mindset to lead innovation
- CaringWe ensure the safety and well-being in our communities.

Do you have what it takes to join our team?
**Position Overview**:
Reporting to the QA and Training Supervisor, the Contact Center Trainer will be responsible for the successful compilation and administration of training throughout the year. The focus will be New Hire training, with additional up-training for current staff in necessary skills throughout the year. The Contact Centre Trainer will assist in accelerating the skills of our Contact Centre Agents throughout their careers. This position will require travel between Guelph and Sudbury, as Ontario One Call has a Northern Ontario presence.
Ontario One Call is looking for a Trainer who holds the same passion for damage prevention and public safety as we do. They value quality and are dedicated to growing and developing new hires and seasoned agents alike. This role is based out of our Guelph, Ontario headquarters with the opportunity to work a hybrid model of splitting their time between work and the office as per company policy.
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Primary Responsibilities: *
- Understand the culture and goals of Ontario One Call, in an effort to motivate others to achieve superior results in their careers.
- Design and deliver training presentations based on a set of pre-established rules, processes, and procedures for both New Hire and up-training initiatives
- Design and deliver additional training manuals and materials, such as practice materials, stimulus content, etc.
- Assess skill levels and training needs across the Contact Centre
- Control group progress and attentiveness for each training group
- Work with department Managers to develop and improve training goals and materials
- Manage the continuous updating of training material
- In collaboration with QA and the contact centre leadership, provide support throughout the year in the up-training of employees for global issues or concerns
- Perform evaluations post training, regarding the needs and successes of the trainees
- Other duties as assigned

**Qualifications**:

- Capable of teaching remotely when necessary as well as in person
- Understanding of various training techniques to suit a wide array of learning styles and knowledge of adult education principles
- Be well versed in the principles of information architecture, for the purpose of creating visual aids, learning maps, infographics, etc.
- Strong understanding of customer service skills and how they can be applied in Ontario One Call’s unique environment and function in the province
- Strong organizational skills
- Strong communication skills, both oral and written
- Exceptional interpersonal skills; a positive, uplifting and motivating approach
- Collaborative, innovative and efficient thinker
- A willingness to learn and become an expert on various aspects of Ontario One Call, researching and looking into any possible way to help new employees in understanding our purpose and role in Ontario
- Extremely reliable with the flexibility to conduct back to back training classes for up to 4 months of the year to accommodate training of seasonal staff
- Periodic travel to our Sudbury Contact Center

**Education and Experience**:

- Completion of Post secondary education in a relevant field such as Adult Education, Teacher/Trainer Certification, etc.
- Minimum of 2 years successful training experience
- Contact Center experience is a strong asset

**Rewards**:

- Salary of $49,000 - $54,000/annum dependent on qualifications and experience
- 10 paid personal emergency leave days per year
- 3 weeks’ vacation per year
- Eligible to participate in bonus program
- Extensive health, dental and life insurance benefits
- Highly engaged workforce and excellent workplace culture
- Diverse and inclusive environment
- Collaborative team
- New, clean and bright facility

**COVID-19 Safety Precautions**:
Ontario One Call has a safety plan in place to protect employees working in the office. Employees are not required to serve the public face-to-face, they perform their duties over the phone or via the internet. Once an employee successfully completes the training and the probationary period they may earn the option to transfer to a hybrid model of working part time in the office and part time from home.
**Technical Requirements**:

- High spe