Trainer, Learning and Performance

Overview

Join to apply for the Trainer, Learning and Performance role at Enercare Inc.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Responsibilities

• Instructional Design & Development : Develop, design, and deliver high-quality training materials, including 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.
• Understand business needs and identify 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.
• Work closely with vendor managers to monitor and analyze agent performance.
• 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 require travel – 25% of time.

Qualifications

Equal Opportunity

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

#J-18808-Ljbffr