Specialist, Training and Development- Collections and Servicing

3 weeks ago

Toronto, Canada Fairstone Bank Full time

As a Training and Development Specialist with a focus on the call model, you will play a pivotal role in enhancing the performance and skills of call center agents. Your primary responsibility will be to design, implement, and evaluate training programs tailored to optimize call handling, customer service, and overall efficiency within our call center environment. You will collaborate closely with call center management, subject matter experts, and instructional designers to ensure that training initiatives align with organizational goals and best practices in the industry.

Key Responsibilities:

  • Develop comprehensive training programs for call center agents, covering call handling techniques, customer service skills, product knowledge, and system navigation.
  • Design engaging training materials such as presentations, manuals, job aids, and interactive modules that cater to diverse learning styles.
  • Utilize adult learning principles and instructional design methodologies to create impactful learning experiences.
  • Collaborate with call center managers to identify training needs, assess performance gaps, and develop targeted solutions.
  • Implement innovative training strategies like simulations, role-plays, and scenario-based learning to enhance real-world application.
  • Evaluate training effectiveness through participant feedback, performance metrics, and quality assurance measures.
  • Stay updated on industry trends and best practices to continuously improve training content and delivery methods.
  • Partner with internal stakeholders, including Quality Assurance and Operations, to ensure alignment of training initiatives with organizational objectives and compliance requirements.
  • Provide ongoing coaching, mentoring, and support to call center agents to reinforce learning outcomes and drive performance improvement.

Additional Responsibilities:

  • Facilitate Orientation for new hires, including providing welcome packages and assisting in onboarding processes.
  • Administer CBS Call Model Certification and Training, Policy and Procedure Training, and Compliance and Call Quality Evaluation programs.
  • Conduct call calibrations with agents and counterparts to ensure consistency in evaluating call quality and compliance.
  • Perform monthly Call Quality evaluations alongside management, providing feedback and recommendations for improvement.

Qualifications:

  • Bachelor's degree in Education, Instructional Design, Communication, Business Administration, or a related field; relevant certifications or coursework in training and development preferred.
  • Proven experience (3+ years) in designing, delivering, and evaluating training programs within a call center or customer service environment, with a focus on call handling techniques and customer interactions.
  • Proficiency in instructional design principles, adult learning theory, and e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate).
  • Strong communication skills, both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
  • Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization.
  • Analytical mindset with the ability to collect, analyze, and interpret data to measure training effectiveness, identify trends, and drive continuous improvement initiatives.
  • Demonstrated organizational skills, attention to detail, and project management abilities to prioritize competing demands, meet deadlines, and deliver high-quality results in a fast-paced environment.
  • Flexibility and adaptability to accommodate changing business needs, technology advancements, and evolving training requirements within the call center industry.
  • Passion for learning and professional development, with a commitment to staying current on industry trends, best practices, and emerging technologies in training and development.

WE ARE PROUD TO BE: Montreal's Top Employers 2023 by Canada’s Top 100 Employers

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