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Manager - Training Customer Experience Operations Enablement Training and Coaching Team

Montreal, QC
Full Time
3 days ago

Join our team

The Customer Experience Operations Enablement (CEOE) Training and Coaching (T&C) team is responsible for enabling our Customer Experience team members with the readiness skills and knowledge that they require to build proficiency and deliver a superior customer experience. We own the strategy, planning, design and delivery of performance enhancing and training solutions for our 6000+ national and international frontline team members.

We are looking for a dynamic, enthusiastic, driven and bright individual with focus on Training Design and Development to join our team as a Manager, Training.

Are you ready to join a fast paced, high performing, ambitious team?

Here's the impact you'll make and what we'll accomplish together

As Manager Training, you will play a key role in enabling our Training Team's success. Your primary responsibility will be to lead and support your Delivery and Design team. Also to ensure appropriate prioritization is undertaken to effectively support the design and development of new Training curriculum. You will lead the team delivering Training curriculum on a range of virtual and other front line agent learning programs. Your team will also provide input to assess the type of training design required to achieve the best knowledge and learning outcomes for our employee base. As a leader within the Training & Coaching team, you will bring thought leadership, innovation and best practices to the team to help us continually improve our range of learning products and drive best in class adult learning solutions.

Here's how
    •Lead and support a team of up to 12 Delivery facilitators and Design experts •Manage your team in the prioritization of activities to achieve training goals • Have experience in Training or Adult Learning program delivery •Strong track record in people leadership and engagement building •Demonstrated ability to understand customer needs and respond to feedback •Collaborate effectively with cross-functional partner teams to execute core training •Lead the team in continuous Training process improvements •Identify resource work loads and associated conflicts or risk so to assess the associated impacts and drive for solutions •Bring thought leadership and best practices to the team to help continually improve, and help us expand our analysis to drive business goals •Coach direct team members in facilitation excellence, problem solving and resolving conflict were required •Confidently support internal decision making through data and insights drawn from multiple sources


You're the missing piece of the puzzle
    •Collaborative leader with proven problem-solving, strategic, and analytical capabilities •Have proven success in building programs to support operational training needs •Be proactive in identifying business drivers •Convincing track record of finding innovative solution to deliver results •An ability to build a high performance and engaged team; motivate and influence employees to exceed performance initiatives •Confidence in your leadership to design and develop training solutions and approaches e.g. Virtual Instructor Led Training and Learner led education •Strong organizational skills, self-starter, quick learner, self-directed, and problem solver •Forward-thinking and willing to try new ideas, challenge the status-quo and constantly on the lookout for new industry methodologies and customer experience opportunities to find and lead the next best training transformation •Provide recommendations on how to improve training programs •Ability to manage ambiguity coupled with excellent change management skills •Passion to lead, mentor, and develop team members engaged on their portfolio •A thoughtful listener and clear and concise verbal / written communicator

Required Professional Designation/Certification
    •3+ Years in a leadership role •University degree and/or 5+ years' equivalent combination

    •Knowledge and experience in the call center training environment •Knowledge of Call Center operations and their KPIs •Demonstrated success in developing and maintaining strong networks •Experience managing successful operational program or learner roll-out with stakeholder groups

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
Human Resources