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Customer Experience Training Specialist
2 weeks ago
Status - Temporary Full-Time - Temporary - Approximate length of assignment, in months - 9 - Type of Position - a Replacement - Start Date - Immediate - Salary - Per hour - Salary Grade - $44.40 - $48.26 - Department - York Region -> Community & Health Services -> Integrated Business Services - Location - IBSB Program Integrity and Ed. - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary) - Job Description (E) **ABOUT US** Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources. **WHAT WE OFFER** Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls. - **Defined Benefit Pension Program -** With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions. - **Employer of Choice -**Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations. - **Benefits and Wellness -** Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. - **Inclusive and Diverse Workforce -** We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership. **ABOUT THE ROLE** This position is responsible for assessing departmental learning and development needs, including Customer Service; researching, designing, developing and facilitating customer strategy and services specific learning modules and training programs. Providing CRM training, refresher training, contact centre technology and program training to departmental staff; developing, implementing and reviewing specific department learning and development policies, processes and practices; ensuring that learning and development practices are in alignment with Corporate Customer Experience Plan, policies and programs; and providing leadership, training and guidance related to Customer Experience to department management and staff. **WHAT YOU'LL BE DOING** - Collaborates/works with internal stakeholders and follows the corporate strategic leadership, planning and direction related to this function. - Researches, designs, develops and delivers learning plans modules and manuals. - Conducts needs analysis, surveys and assessments to determine learning and development needs and areas requiring support. - Assesses learner performance against learning objectives providing feedback and coaching on performance. - Implements appropriate tools to evaluate the effectiveness of training programs; prepares summary reports on participant feedback and makes recommendations or adjustments as required. - Researches program training technology, legislated training requirements, individual and group learning and development plans. - Develops, implements and reviews Department’s Customer Experience learning, development and related policies, processes, practices, technologies and skills development by position. - Develops, maintains, and reports on training and certification activities for staff. - Conducts audits of employee training status and provides updates to management. - Oversees the maintenance of employee and program training files to ensure compliance with legislated documentation requirements as needed. - Performs specialized or technical work to support program/project deliverables and/or meet legislative requirements; remains current with relevant legislation, regional policies and practices, industry knowledge and developments, and technologies, as required. - Performs other duties as assigned, in accordance with Department objectives. - Proactively develops and recommends Cust
