Essential Job Results:

1.  Develops a minimum of 10 new hire and/or refresher training modules and assessment instruments per year for use in instructor lead, blended courses as well as self-paced e-Learning courses; uses a variety of technology based tools.
2. Prepares and facilitates Automotive training ensuring learning objectives are realized by participants evidencing new and/or improved skills, knowledge and abilities with a final evaluation score of 80% and participant satisfaction scores of no less than 95%.
3. Delivers new staff to operations with quality and accuracy test scores of 85% or higher, with an average handle time of 66% of the queue standard during the OJT period. 
    

Specific Responsibilities:

•  Consulting with internal stakeholders (e.g. Trainers, Team Leaders) on design and implementation to create high quality e-learning programs
• Developing project plans and managing program research, providing regular project updates and ensuring timely completion of necessary activities during development and evaluation
• Developing and maintaining new employee virtual training modules and programs
• Identifying and reporting ongoing trends through 30/60/90 Agent Transfer data analysis of service and training issues and providing Training module recommendations based on analyzed results to Manager, eLearning Instructional Design and Trainer
• Ensuring learning objectives and evaluation requirements per agent are met during each class conducted by gathering
• completed tests, review of performance reports, and providing a summary report outlining each agent’s proficiency to predefined targets
• Leading and coordinating post-training reviews to ensure that the solution meets all client, customer and stakeholder requirements as well as effectively engaging learners
• Facilitating the sharing of knowledge, tools, processes and best practices among the team as well as lines of service for efficient and effective e-learn delivery, developing and maintaining strong knowledge of trends and issues with specific products and facilitating training workshops on e-learning technologies as necessary
• Transitioning all new hires through on-boarding process, troubleshoot technology concerns during class, manage Adobe Connect layouts, polls, whiteboards, breakout rooms and chat pods during lessons, and generate engagement through moderating discussions on Roadside Homebase
• Recommending new and enforces related systems and procedures; analyses within one week of completion of Remote Agent training class.

 
Qualifications
Education and Experience

• Bachelor’s degree in:  Education or Social Science
• 1 - 3 year Call Centre Experience considered an asset
• 1 year of training and instructional design experience considered an asset
• Knowledge of online authoring tools (Adobe Captivate, RoboHelp & ConnectPro) 
   

Additional Requirements

• Strong knowledge of and proven experience with instructional design, content development and implementation of adult education training programs, along with a strong aptitude for technology.
• Proficiency using Adobe Connect
• Intermediate level Microsoft Office experience
• Bilingual language skill considered an asset
• Technical business writing skills
• Previous experience with Learning Management Systems

This position description has been designed to indicate the general nature of work performed and the level of knowledge and skills typically required. It does not contain nor should it be interpreted as, a comprehensive listing of all responsibilities that may be required by employees in this position.
 
Sykes Assistance Services Corporation will provide support in its recruitment process to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. If you require accommodation during the recruitment process, please advise Talent Acquisition
 

To apply, please visit our website: www.sykesassistance.com