The Senior Training Instructor’s primary role is to train 407 ETR employees and other staff on policies / procedures, soft skills, and technical skills.
The Senior Training Instructor will also develop training products (instructor led, e-learning, job aids, etc.) and participate in training product development sessions.
Additional duties include project work and mentoring members of the training team.
Duties and Responsibilities or Job Functions
Deliver new and existing training programs to 407 ETR employees and other staffs that facilitate leadership, professional and functional development and continuous learning of employees across the organization
Assist with the facilitation of Customer Service New Hire Training classes which includes but not limited to : facilitating program using a Customer Service Representative (CSR) new Hire training manual, managing new hire performance, discipline, coaching, testing, assist with transitioning CSRs to the Customer Service team and providing feedback on trainee performance
Track and report on learner performance
Assist with scheduling of training classes as required
Design training materials and interventions (job aid, e-learning modules) to enable learners to apply what they have learned to establish or improve job performance
Prepare, edit and update training materials as required
Mentor and coach members of the team in areas of expertise
Participate in project work as required
Maintain product and technical knowledge and skills through liaising with business leads, attending required train-the trainer sessions, and keeping abreast of company changes and upcoming initiatives
Maintain training design, facilitation and leadership skills through attending internal and external skills development training courses
Ensure that standards of quality and effectiveness are maintained as well as the professional image and integrity of the Human Resources and Training Team.
Education / Training
Post-Secondary education in Training and Development or a related discipline is required.
6-8 years of progressive experience in training needs analysis, instructional design, instruction, training implementation and project management is required.
Experience using a Learning Management System (LMS) and creating e-learning programs is required.
Knowledge / Skills / Abilities :
Possesses both training design, development and instruction skills
Is an accomplished trainer and facilitator
Is a strong speaker who possess excellent facilitation skills
Experience creating learning with most platforms : instructor led and eLearning a plus
Knowledge of Blended Learning approach with the use of webinars, videos, job aids, etc. is an asset
Experience participating in the planning, designing, developing, testing and delivery phases of training initiatives
Experience working on project teams
Demonstrated ability to manage a variety of projects with varying levels of complexity to successful completion with minimal supervision
Ability to grasp information quickly
Ability to meet and / or exceed established targets
Well developed organization, prioritization, and time management skills
Excellent problem solving, interpersonal and listening skills with the ability to relate to people at all levels and a variety of working styles
Ability to make sound judgments when collaborating with stakeholders
Ability to coach and mentor
Excellent written and verbal communication skills
Up to 15 CSR New Hire class participants when conducting the 3-week New Hire Training Program
NOTE : This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.