311 Training & Development Specialist - under Review

Under the general supervision of 311 Contact Centre Manager, the 311 Training & Development Specialist will play a key role in developing and delivering training programs for the City of Winnipeg's 311 Call Centre. This includes creating engaging content for new and current employees to enhance the overall success of our service delivery. The 311 Training & Development Specialist will lead new employees through on site and virtual training, evaluate performance, and provide ongoing coaching and feedback. The incumbent will also help identify inefficiencies, and make plans to address any knowledge and/or experience gaps to ensure the 311 customer service representatives are well prepared to be successful in their roles.

The 311 Contact Centre is a fast-paced environment with a variety of competing demands. The 311 Training & Development Specialist will work with the supporting team and external consultants while also working closely with Information Technology (IT) administrators and Human Resources to ensure accessibility for all learners.

**As the 311 Training & Development Specialist you will**:

- Conducts research and analysis to guide and direct all end user training needs for the 311 call centre
- Develops and implements training plans and programs related to 311 Contact Centre Customer Service & Technical Training
- Coordinates, facilitates and/or delivers the comprehensive on-boarding of new 311 contact centre employees. This includes logistics, training, coaching and assessment.

**Your education and qualifications include**:

- Post-secondary diploma in Adult Education, Instructional Design, Business Administration, HR Management, or an equivalent combination of related education and experience.
- Minimum two (2) years’ experience in a training and development role, including design, delivery, maintaining and evaluating training materials, preferably in a call centre environment or related customer service field
- Experience creating engaging and interactive online training content such as e-learning modules, videos, simulations, and assessments tailored to the needs of call centre representatives using software including but not limited to Articulates Storyline 360, Adobe Illustrator, Premiere Pro, or similar
- Knowledge specific services provided by the city and its municipal departments, including policies, regulations, technological services and customer service expectations
- Strong verbal communication to convey complex information clearly and effectively to diverse audiences, including call centre representatives, supervisors, and other stakeholders
- Ability to effectively communicate in French is preferred.
- Strong written communication skills to produce documents, training materials, and reports as required
- Ability to adapt training strategies and content to evolving needs, technologies, and best practices in the call centre industry and municipal services environment
- Ability to assess training needs, analyze performance data, and identify areas for improvement in both training programs and call centre operations
- Effective organizational skills to manage multiple training projects simultaneously, including planning, scheduling, and coordinating with internal teams and external vendors as needed
- Strong analytical and problem-solving skills to identify issues, devise solutions, and implement solutions

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- Must be able to work a variety of shifts as required.