Customer Experience Training Specialist - Access York (Training Officer)

ABOUT US
Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER
Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program -With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice -Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness -Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health dental and life insurance access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce -Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

This position is responsible for assessing departmental learning and development needs including Customer Service; researching designing developing and facilitating customer strategy and services specific learning modules and training programs. Providing CRM training refresher training contact centre technology and program training to departmental staff; developing implementing and reviewing specific department learning and development policies processes and practices; ensuring that learning and development practices are in alignment with Corporate Customer Experience Plan policies and programs; and providing leadership training and guidance related to Customer Experience to department management and staff.

WHAT YOULL BE DOING

• Collaborates/works with internal stakeholders and follows the corporate strategic leadership planning and direction related to this function.
• Researches designs develops and delivers learning plans modules and manuals.
• Conducts needs analysis surveys and assessments to determine learning and development needs and areas requiring support.
• Assesses learner performance against learning objectives providing feedback and coaching on performance.
• Implements appropriate tools to evaluate the effectiveness of training programs; prepares summary reports on participant feedback and makes recommendations or adjustments as required.
• Researches program training technology legislated training requirements individual and group learning and development plans.
• Develops implements and reviews Departments Customer Experience learning development and related policies processes practices technologies and skills development by position.
• Develops maintains and reports on training and certification activities for staff.
• Conducts audits of employee training status and provides updates to management.
• Oversees the maintenance of employee and program training files to ensure compliance with legislated documentation requirements as needed.
• Performs specialized or technical work to support program/project deliverables and/or meet legislative requirements; remains current with relevant legislation regional policies and practices industry knowledge and developments and technologies as required.
• Performs other duties as assigned in accordance with Department objectives.
• Proactively develops and recommends Customer Service training plans by position within the department.

WHAT WERE LOOKING FOR

• Successful completion of a Community College Diploma in Business Administration Social Sciences Adult Education Training and Development or related field or approved equivalent combination of education and experience.
• Minimum three (3) years demonstrated experience in adult education including program design delivery and evaluation and/or training and development experience in related program area.
• Knowledge and demonstrated ability in instructional design analysis measurement evaluative methods facilitation and presentation skills.
• Solid analytical research planning coordination and project management skills with ability to work independently on diverse projects.
• Strong interpersonal relationship skills to communicate effectively with all levels of staff external stakeholders etc.
• Demonstrated knowledge skill and experience in writing training modules programs reports and delivering training.
• Valid Ontario Class G drivers license and reliable vehicle to use on corporate business.
• Knowledge and demonstrated ability in corporate core competencies including customer focus communication collaboration and personal ownership.