Trainer, Learning and Performance - #451276

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Responsibilities

Instructional Design & Development:

• Develop, design, and deliver high-quality training materials, including but not limited to: instructor-led training (ILT), e-learning modules, job aids, reference guides, and coaching guides.
• Utilize Adult Learning principles and best practices, such as ADDIE, to create engaging and effective learning experiences.
• Leverage technology effectively, including Learning Management Systems (LMS), authoring tools (e.g., Articulate Storyline), and video editing software.
  
  

Performance Management & Coaching

• Analyze call quality data, identify top errors and trends within the Call Centre area.
• Identify top call drivers and their impact on customer satisfaction and business outcomes.
• Develop and implement strategies to address identified performance gaps.
• Conduct call audits and provide constructive feedback to agents on their performance, identifying areas for improvement.
• Coach agents on areas of weakness and provide support for their professional development.
  
  

Operations & Stakeholder Collaboration

• Gathering input from Operations teams to ensure training materials and programs align with business objectives.
• Understanding business needs and identifying training opportunities.
  
  

Vendor Collaboration

• Collaborate closely with vendor managers to monitor and analyze agent performance data.
• Partner with vendors to ensure the successful onboarding and training of new hires.
• Address performance concerns and implement corrective action plans in collaboration with vendors.
  
  

Training Delivery & Facilitation

• Facilitate engaging and impactful training sessions for new hires and existing agents.
• Creating and delivering training content for vendor locations.
• Facilitating "train-the-trainer" sessions for vendor supervisors.
• Working closely with vendor managers to monitor and analyze agent performance.
• Conduct Train-the-Trainer sessions to equip supervisors and team leads with the necessary skills to effectively coach and develop their teams.
• Deliver blended learning solutions that effectively combine classroom instruction, online learning, and on-the-job training.
  
  

Continuous Improvement

• Stay abreast of industry best practices, emerging learning technologies, and industry trends.
• Continuously evaluate the effectiveness of training programs and recommend improvements based on data analysis and stakeholder feedback.
  
  

Administrative Support

• Maintain accurate records of training activities, participant attendance, and training materials.
• Utilize the Learning Management System (LMS) to upload training materials, track learner progress, and generate reports.
• The role will need travel – 25% of time.
  
  

Qualifications

• 5+ years of experience in a training or instructional design role, with a strong preference for experience in the customer service industry.
• Proven experience in facilitating engaging and effective training sessions for adult learners.
• Strong understanding of adult learning principles and instructional design methodologies (e.g., ADDIE).
• Proficiency in using a Learning Management System (LMS).
• Experience with authoring tools (e.g., Articulate Storyline) is a strong asset.
• Excellent written and verbal communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with CRM systems is a plus.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
  
  

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.