Learning Specialist

5 days ago

Montréal, Canada LifeWorks Full time

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

The Learning Specialist - Contact Centre Projects role will be responsible for the creation and maintenance of an effective and engaging Knowledgebase system to help contact centre teams succeed in their job. This position will leverage learning and development best practices to build content and material that drives optimal call taking experience for both the agent and the members calling.- Design effective templates, workflows and content for the Contact Centre KB software (Unymira, to support multiple client programs in the Benefits and Pension industry- Align Contact Centre Knowledgebase tool structure and strategy with Operations and multiple Client Partner goals and metrics- Create workflows to ensure KB tool is kept up to date, timely and with quality- Coach users on Knowledgebase flows and features and coordinate with operations, training & quality teams to produce educational content within the knowledgebase- Support of the department’s learning management system (LMS); design/add modules to SmarterU, manage courses and tool- Remain abreast of developments in learning and development, customer care, including training tools, learning methodologies etc. to make sure we are providing employees with best-in-class material- Proactively look for ways to improve how we share information to agents resulting in positive customer experience interactions- Maintain strong team and departmental relationships- Assists with special Contact Centre projects and other tasks, as required

Additional Job Description- Experience designing and managing KB software with optimal success and improvement to the customer experience- 1-2 years call centre experience- 2+ years experience with instructional design, and experience working with instructional designers and QA staff- Knowledge of company Benefits & Pension or Health & Wellness an asset- Strong project management skills to meet deadlines and be successful- Excellent communication, interpersonal and presentation skills- Acts as a leader and an agent for change- Reliable, consistent, flexible and adaptable- Post-secondary educationBachelor’s degree in training, instructional design, learning technologies, or related field an asset

LI-CD1

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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