Do you enjoy launching new initiatives and driving continuous improvement? You will develop, facilitate, enhance and analyze training programs for team members within 3 customer service groups: 311 (single point of contact for citizen inquiries), the Service Centre (in person contact for citizen inquiries) and Inside Information (single point of contact for City employees).
What will you do?
Design, develop, and facilitate training modules for new and existing employees
Deliver relevant training and workshops utilizing adult learning principles
Coordinate annual training and the scripting refresh program
Design and prepare instructional job aids, reference material, simulations, training modules for new and existing employees, exercises and presentations for training courses
Liaise with multiple business areas to ensure information is received within deadlines and documentation receives a quality check
Evaluate and report on current training, analyze requirements and modify and improve upon existing programs as necessary
Maintain training documentation while ensuring it is easily accessible for all users
Recommend appropriate methodology for prioritizing training requirements
Develop evaluation strategies to assess the progress of learning and test application of knowledge and skills
Ensure appropriate training evaluation and feedback procedures are used consistently and effectively
Utilize Information Mapping methodology to write clear and concise process and procedure reference material to improve usability and speed of access for front-line agents
Provide service to citizens as required to achieve customer service standards
Qualifications
:Bachelor of Education, Business, Commerce, or Communication Degree. A Certificate in Adult Education is an asset
A minimum of 2 years related professional experience in curriculum development, training delivery and program evaluation including experience providing customer service and/or training in a call/contact centre environment
Working knowledge of 311, Inside Information, Service Centre business practices. Universally trained within 311
Asset:
Proficiency in a variety of eLearning web based development tools (e.g. Captivate and instructor author tools will be considered an asset
Skills required for success:
Extensive experience in virtual training and face to face training.
Experience developing written communication and documenting process mapping and procedures within training material
Demonstrated proficiency in Google suite including Docs, Sheets, Gmail, Forms and Classroom. Thorough knowledge of adult education, learning and development concepts and techniques including industry best practices in training design and evaluation
Highly developed written and verbal communication skills, with the demonstrated ability to communicate effectively and tactfully; while adapting to changing, diverse audiences
Time management and organizational skills with the ability to handle numerous initiatives at one time while meeting deadlines
Excellent interpersonal skills supportive of a strong team environment
Highly motivated with the ability to portray a positive image and attitude
Demonstrated ability to identify and remove barriers that prevent achieving results including strong change management skills
Conditions of Employment:
Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
Work Environment:
Note:
This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation and inclusion
Applicants may be tested
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits.
1 temporary full-time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement
Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.
Talent Acquisition Consultant:
RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.