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Location

Richmond Hill, ON | Canada

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Job description

Status Permanent Full-Time Temporary - Approximate length of assignment, in months Type of Position an Addition to Staff Start Date Immediate Salary Per hour Salary Grade $43.53 - $47.31 Department York Region -> Transportation Services -> TrnsStrategicInitiatives&Prog Location 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)

POSITION PURPOSE

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.

MAJOR RESPONSIBILITIES

• 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 Department’s 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.

QUALIFICATIONS

• 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” driver’s 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.

Council Approval Date January 31, 2024 Scheduled Weekly Hours 35 Scheduled Shifts 8:30 - 16:30 Operational Hours Close Date March 18, 2024 # of Hires Needed 1 Union CUPE 905 York Region .

Please apply online by 5:00PM EST of the closing date indicated above. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.

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Job tags

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Salary