Key Role Responsibilities:
- Design full course curriculum to meet business goals by taking an original concept, performing research into operational and industry best practices, and then creating a full training plan.
- Maintain, modify and improve existing course materials based on stakeholder feedback.
- Develop effective and targeted certification requirements and evaluation methods.
- Keep yourself up to date with the latest tools and techniques related to training and to our industry, and self-study learning and development best practices and import them in to the company.
- Deliver in-class and remote training as-needed; overall engage in ‘development’ and ‘delivery’ cycles, where time is spent developing training material as well as delivering training, depending on current needs.
- Assist trainees through coaching, guidance and quality assurance, ensuring that all trainees are actively supported during training and that only qualified staff members pass training.
- Participate in and drive decisions around trainee success, up to and including employment related discussions.
- Provide supplementary training as-needed in a variety of areas.
- Maintain training documentation which is timely, accurate, objective and insightful.
Key Personal Capabilities:
- At least two years’ experience providing customer service.
- Leadership experience, either as an escalation point or direct supervisor, is a serious asset.
- Previous experience developing or delivering training or working with a LMS is also a plus.
- Intermediate to advanced skills with MS Office tools such as PowerPoint, Word, Excel, etc.
- Outstanding verbal and written communication skills.
- Capable of operating well in a high-trust, high-accountability environment: able to stay motivated while working independently, and also collaborating well with peers.
- Exceptional speaking skills: must be comfortable speaking in front of a group, and capable of conveying information effectively and succinctly.
- A high level of professional maturity, with a strong understanding of the appropriate balance between informal and formal communication as well as the ability to accept and provide feedback.