Trainer, Learning and Performance

Responsibilities

Instructional Design & Development:

• Develop, design, and deliver high-quality training materials, including but not limited to: instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides.
• Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences.
• Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software.

Performance Management & Coaching:

• Analyze call quality data, identify top errors and trends within the Call Centre area.
• Identify top call drivers and their impact on customer satisfaction and business outcomes.
• Develop and implement strategies to address identified performance gaps.
• Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement.
• Coach agents on areas of weakness and provide support for their professional development.

Operations & Stakeholder Collaboration:

• Gather input from Operations teams to ensure training materials and programs align with business objectives.
• Understanding business needs and identifying training opportunities.

Vendor Collaboration:

• Collaborate closely with vendor managers to monitor and analyze agent performance data.
• Partner with vendors to ensure the successful onboarding and training of new hires.
• Address performance concerns and implement corrective action plans in collaboration with vendors.

Training Delivery & Facilitation:

• Facilitate engaging and impactful training sessions for new hires and existing agents.
• Create and deliver training content for vendor locations.
• Facilitate "train-the-trainer" sessions for vendor supervisors.
• Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams.
• Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training.

Continuous Improvement:

• Stay abreast of industry best practices, emerging learning technologies, and industry trends.
• Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback.

Administrative Support:

• Maintain accurate records of training activities, participant attendance, and training materials.
• Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports.
• The role will need travel – 25% of time.

Qualifications

• 5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry.
• Proven experience in facilitating engaging and effective training sessions for adult learners.
• Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE).
• Proficiency in using a Learning Management System (LMS).
• Experience with authoring tools (e.g., Articulate Storyline) is a strong asset.
• Excellent written and verbal communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with CRM systems is a plus.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.