Process & Comm Training Analyst

Overview:\n\nWe are looking for a positive and professional Training Facilitator to join our team of trainers who report to our Training Manager. This is opportunity starts with establishing our training practice with new and existing clients. You would be primarily responsible for delivering on brand classroom training techniques and soft skills. \nThe role also includes coaching and managing performance in the classroom and as learners\u2019 transition into the production environment. It may also be possible to help the training design team to modify and improve the training content. \nThis opportunity is to support our Canadian banking portfolio with responsibility for the delivery of brand, technical and soft skills training through classroom (up to 18 participants) and group training (5-7 participants). The role also includes coaching and performance management in the classroom and while learners\u2019 transition into production. \n\nPosition: Training Specialist \nPosition Status: Full Time On-Site available \nHours of Work: Monday-Sunday 07:00 - 16:00 EST/ 16:00 - 01:00 EST \n \n\n\nResponsibilities: \n\u2022 Preparation for delivery of training including systems, facilities, course materials and welcome emails to class participants \n\u2022 Uses adult learning principles to conduct in-class technical and/or soft skills training for new and existing employees. Class sizes can vary from 2 to 20 participants \n\u2022 Adheres to processes and methodologies to fulfill delivery and report on the delivery of scheduled training curriculum and related activities aligned with operational strategies and goals \n\u2022 Completion of all mandatory privacy, security, and fraud training \n\u2022 Uses standardized evaluations to assess training impact/effectiveness and provides results and suggestions to key stakeholders in Operations, Recruitment and Training Design \n\u2022 Provides support and coaching to new trainees in the classroom, and as they transition into production, to ensure that learners are adequately skilled and supported to meet their key performance goals \n\u2022 Identifies unique challenges of some learners and creates supportive plans to address \n\u2022 Coaches\u2019 learners on early performance so that they meet transition performance benchmarks\n\nRequirements: \n\u2022 Credit Card and or Financial Industry experience (as required based on portfolio) \n\u2022 Excellent communication skills in both official languages (English/French), verbal and written required \n\u2022 1-2 years operational and customer service experience within a Contact Centre is considered an asset \n\u2022 Flexibility to prepare for and conduct training sessions as scheduled or as necessitated by operational requirements including but not limited to: (day shift \u2013 7am \u2013 3 pm; 9am \u2013 5 pm and/or evening shift 3:00 pm \u2013 11:00 pm) \n\u2022 Strong organizational skills and time management skills \n\u2022 Passionate customer orientation \n\u2022 Natural solutions orientation \n\u2022 Experience providing feedback in a supportive manner \n\u2022 Ability to identify performance trends and put a customized action plan in place. \n\u2022 Take initiative to rectify problems in the training environment \u0026 see through to resolution \n\u2022 Coaching experience, demonstrating listening, understanding, providing feedback, and setting goals \n\u2022 Must work well with changing priorities \n\u2022 Comfortable with matrix leadership structures \n\u2022 Completion of Adult Education Certificate/Training and Development Certificate or in progress considered an asset or relevant experience. \n