Specialist, Training and Development

9 hours ago

Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

**Scope**:
Designing and delivering training and refresher programs to employees, including new hires. Developing and maintaining training materials, such as reference manuals and bulletins. The Training Specialist role contributes to the organization's success and goals by helping improve customer service and employee performance.

**Responsibilities**:

- Design, develop, and facilitate new hire orientation, training, and refresher programs on our reservation systems and other essential tools.
- Create, customize, and maintain training materials, ensuring accessibility for all employees. Develop new procedures as needed.
- Keep staff informed by issuing bulletins to the appropriate departments about new procedures, system changes and corrections as well as new products.
- Provide support and mentorship to new hires during their initial call center training.
- Assessing training needs, conducting evaluations, adapting training plans and continually improve training programs to enhance learners experience and success.
- Verify, clarify, research, and restructure information provided by the business to ensure comprehensive and complete communication to staff.
- Collaborate with tourism schools to facilitate the Call Centre hiring process.
- Manage structured learning sessions and monitor their quality results.
- Continuously look to for creative ways to improve the employee experience and corporate culture;
- Stay informed on trends and innovative training techniques to be competitive and creative with our training practices.

**Knowledge and Skills required**:

- College degree or equivalent in Business, Training, or relevant field
- Minimum of 3 years experience in a call center position, with facilitation and coaching experience.
- Minimum of 3 years previous experience as a facilitator in training or similar role
- Fluently bilingual in English and French.
- Excellent written and verbal communication and organizational skills.
- Thorough understanding of modern training principals
- Knowledge of TTS and ARD reservation systems is an asset.
- Excellent interpersonal skills and the ability to motivate employees.
- Demonstrate good judgment, initiative, and flexibility.
- Detail-oriented.
- Ability to work under pressure, multitask, manage, and adapt a schedule.
- Advanced computer skills in Word, Excel, PowerPoint, as well as the Air Canada Vacations Reservation system.
- Subject matter expertise in call center products, policies, and procedures is an asset.

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