Contact Center Training Support Leader

We have a Permanent full-time position available for a Contact Center Training Support Leader in our Customer Support Centre located in Regina, SK.

DUTIES & RESPONSIBILITIES:
**_ Development Needs_**
- Influence the development of parts and reception staff through the creation of tactical training delivery plans.
- Diagnose training needs and recommend appropriate solutions to address.
- Identify sources for, and when directed to, help develop professional quality classroom, hands-on and online training courses and programs, and evaluation materials.
- Ensure the alignment of development activities with quality, customer experience, continuous improvement and organizational performance goals.
- Collaborate with Brandt’s HR Culture team to ensure alignment of corporate priorities and training vision.

**_ Instruction Delivery and Instructional Materials_**
- Ensure evaluations (tests, hands on demonstrations, etc.) are appropriate to measure learner competence.
- Assess the training and development needs of Brandt’s Parts team and Corporate receptionists within our Customer Support Center.
- As required facilitate the delivery of needed training inclusive of self-paced learning, in class and on the job training.
- Work with Human Resources on the implementation and delivery of content through the learning management system
- Act as the customer contact center point person for Knowledge Base including but not limited to needs assessment, content submissions, ongoing audit of existing content and employee adoption.
- Responsible for new hire onboarding process, inclusive of system access, technology requirements, Contact Center and Brandt orientation and day one requirements.
- Provide on the floor support to new and existing Contact Center parts and reception staff.

**_ Program Implementation_**
- Collaborate with Contact center operations leadership team on the effective implementation, scheduling, coordination, prioritization, and development of training activities.
- Coordinate job shadowing, equipment demos and hands on training to improve knowledge and skill levels.
- Utilize various corporate systems in the organization and development of materials (e.g. Brandtnet).
- Ensure delivery and scheduling is efficient and aligns with Contact Center Service levels and available offline times.
- Ensure trainees complete any pre-requisite requirements by monitoring enrolments and completions.
- Coordinate required training and development offline time with Contact Center scheduling lead.

**_Continuous Improvement_**
- Conduct ongoing audits of program effectiveness.
- Ensure training materials and programs are relevant and current.
- Ensure communications and presentations meet current corporate brand guidelines.
- Meet other internal and external training standards for curriculum, reporting, etc.

**_ Other_**
- Support operations efforts by analyzing and responding to organizational development needs.
- Follow all company policies, procedures and directives, in particular those related to training such as pre-requisite completions, training durations, recording information, etc.
- Perform any additional work requested/required to meet the needs of the organization.
- Collaborate and liaise with outside agencies (e.g. OEMs, etc.) on behalf of Brandt.

**Required Skills**:
Required Experience
- Experience in the successful facilitation of learning and training related content.
- Adaptable and able to flex training delivery style based on needs of audience, available capacity and within deadlines.
- Strong problem-solving, organizational, analytical, and communication skills are required.
- Proven ability to organize work, set priorities, and achieve work related objectives and goals.
- Must be highly motivated, service-driven, and possess a professional attitude.
- Strong customer service orientation and sound judgment when dealing with internal and external customers and employees.
- Able to be self-directed and organize work, set priorities and achieve work related objectives and goals.
- Able to work collaboratively for example with the corporate training team, operations staff, etc.
- Communicate effectively and professionally, both in person and in writing.
- Has very strong interpersonal skills.
- Previous experience working in a parts department or similar environment is not required but would be an asset.