Hybrid Training & Development Consultant - Elevate CX

City of Toronto; Toronto; Hybrid; CAD 89,000 - 133,000; Full time

Job summary

City of Toronto is seeking a Consultant Training & Development to design, develop, deliver, and evaluate professional development for staff on new digital processes, tools, and technologies to enhance customer service.

You will conduct needs assessments, deliver on-site and online training, and support organizational performance and continuous improvement through effective learning solutions.

Qualifications

• Post-secondary degree or diploma in adult learning, training, eLearning and/or digital media creation or an equivalent combination of education and/or experience.
• Experience designing, delivering, and implementing in-person and online training courses in a customer service/call centre environment.
• Experience coordinating large-scale training programs across divisions.
• Experience supervising training and development initiatives in a customer service environment that support organizational improvement and change including coaching, mentoring, training, and day-to-day support.
• Experience working in a unionized environment is an asset.
• Strong ability to foster teamwork, support change, and align staff with divisional goals and priorities.
• Ability to use advanced Microsoft Office applications and eLearning tools such as Articulate Storyline, Captivate, Photoshop, and Adobe Premiere Pro etc.
• Ability to manage change management initiatives.

Responsibilities

• Designs, develops, coordinates, implements and delivers in-person and online professional development training programs on new digital processes, tools and technologies to enhance customer service.
• Conducts needs assessments, executes training, evaluates outcomes and staff performance to support organizational performance and continuous improvement.
• Delivers training for managers and frontline staff covering systems, controls, legislative and mandatory requirements and provincial compliance standards.
• Provides on-site training and support for new technologies, health & safety, and other relevant updates.
• Creates diverse learning content for instructor-led, eLearning, multimedia, and virtual training delivery methods.
• Develops and conducts evaluations and related activities to measure knowledge gains and behavior change after training.
• Supports staff returning to work or addressing grievances with targeted training plans.
• Monitors training records and evaluates staff performance to ensure objectives are met.
• Collaborates with management to plan and execute multi-year staff training plans.

Skills

Adult learning

Training delivery

Training coordination

Change management

Education

Post-secondary degree in adult learning/training

Tools

Articulate Storyline

Captivate

Adobe tools

Photoshop

Job description

City of Toronto is seeking a Consultant Training & Development to design, develop, deliver, and evaluate professional development for staff on new digital processes, tools, and technologies to enhance customer service.

You will conduct needs assessments, deliver on-site and online training, and support organizational performance and continuous improvement through effective learning solutions.