Job Description

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

The Training Specialist contributes to the development of staff and the achievement of team goals by managing and implementing training and quality standards. Working collaboratively and under the guidance of the Contact Centre Manager, the Training Specialist's success is measured by the ability to design, deliver, maintain, and evaluate training programs and modules that enable the organization to provide high quality services.

TRAINING

• With support from the Contact Centre Manager, responsible for the development and management of the Contact Centre learning strategy to enable leaders and representatives (approx. 50-70 CSRs, working in-office and remotely) to provide the best possible experience for our client programs; defines training process, sets expectations, creates learning templates, documentation of policies, etc.
• Conducts needs assessment/analysis in collaboration with stakeholders to determine learning and performance gaps, and develops learning objectives based on this assessment
• Develops New Hire Training program and modules, client/program training modules, and mini refreshers for seasonal or other updates
• Manages the Contact Centre online Learning Management System (LMS); defines process for maintenance/updates, manages design, loads users and courses, leverages tool to administer online training
• Manages the online Contact Centre Knowledgebase (KB) tool; defines process for maintenance/updates, manages design, encourages team to make suggestions for improvements, and oversees updates
• Assigns, manages and delivers training events to build knowledge of internal and industry topics and trends, using all mediums including in-class, e-learning (LMS), virtual facilitation, and blended learning; Coordinates support of delivery through Contact Centre leadership team
• Remains current with client programs and processes; Aims to meet and exceed service standards for all client programs
• Identifies trends and recommends processes for future training sessions and assist with ways to continuously improve team operations and performance

ADMINISTRATION

• Responsible for the organisation/coordination of training sessions - logistics, trainee schedule, set-up of rooms, technical access, tools, materials/resources, checklists
• Evaluate learner application of skills and knowledge through observation, surveys, benchmarking and testing, to assess comprehension and adoption of knowledge to ensure successful job readiness transition
• Works collaboratively with team, Executives, and other departments, and provides necessary support as required; Attends meetings with Contact Centre team, other departments, and corporate clients
• Reports and documents CSR training gaps and performance issues, and provides intel to Team Leaders to support the coaching and development of their reports
• Prepares and distributes reports for management review, including individual weekly dashboard tracking KPIs and metrics relevant to the Training Specialist role
• Manages communications/updates from client Admin teams (review, simplify, recommunicate, confirm if KB update required)
• Maintains training materials to ensure documentation is current and relevant given product & program changes and evolution

TO BE SUCCESSFUL:

• You are passionate about learning, consistency, high performance standards, and optimizing service delivery.
• You are accountable for the strong quality performance of the Contact Centre team.
• You are a flexible, innovative and creative person, who embraces change, consistently looks for better ways of delivering the work, and thrives in a fast-paced environment.
• You are dedicated to the client program experience.
• You deliver written coaching, feedback and information with tact and diplomacy.
• You enjoy sharing feedback to help people improve.
• You have solid attention to detail, strong organizational skills and time management.

QUALIFICATIONS:

• Minimum of 3 years Training experience required
• Adult Instruction, Training & Development Professional Certification or Bachelor's degree in education, communications, instructional design, instructional technology, learning and development and/or related field would be an asset
• Understands learning types, agendas and time management within a classroom using industry operational examples, whether in person or remote (Contact Centre includes balance of in-office and remote home workers)
• Experience with designing and developing training curriculum with multiple delivery methods, including instructor led, web based, audio and video
• Knowledge of current trends and practices relating to Learning and Performance (ie. Gamification, social learning, micro learning).
• Knowledge of Learning Management Systems, E-learning software or other database management systems; Knowledge of Multimedia Authoring tools would be an asset
• Collaborative team player, results orientated with the ability to prioritize, drive and achieve results
• Exceptional communication skills for a business environment (listening, written and oral)
• Strong customer focus and the ability to manage multiple assignments
• Solid working knowledge of Sharepoint, Excel and other Windows based programs (Word, PowerPoint, etc.)
• Bilingual (English/French) mandatory
• Must be available during Contact Center operating hours, between 745am-8pm Monday-Friday
• Minimum of 1 year Contact Center experience preferred; 2 years of experience in a related industry an asset: Third Party Administration, Human Resources, Health Insurance, Pension /Benefits Administration

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

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Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.