Training Specialist I

Do you enjoy launching new initiatives and driving continuous improvement? You will develop, facilitate, enhance and analyze training programs for team members within 3 customer service groups: 311 (single point of contact for citizen inquiries), the Service Centre (in person contact for citizen inquiries) and Inside Information (single point of contact for City employees).

What will you do?

• Design, develop, and facilitate training modules for new and existing employees
• Deliver relevant training and workshops utilizing adult learning principles
• Coordinate annual training and the scripting refresh program
• Design and prepare instructional job aids, reference material, simulations, training modules for new and existing employees, exercises and presentations for training courses
• Liaise with multiple business areas to ensure information is received within deadlines and documentation receives a quality check
• Evaluate and report on current training, analyze requirements and modify and improve upon existing programs as necessary
• Maintain training documentation while ensuring it is easily accessible for all users
• Recommend appropriate methodology for prioritizing training requirements
• Develop evaluation strategies to assess the progress of learning and test application of knowledge and skills
• Ensure appropriate training evaluation and feedback procedures are used consistently and effectively
• Utilize Information Mapping methodology to write clear and concise process and procedure reference material to improve usability and speed of access for front-line agents
• Provide service to citizens as required to achieve customer service standards
  
  
  

Qualifications:

• Bachelor of Education, Business, Commerce, or Communication Degree. A Certificate in Adult Education is an asset
• A minimum of 2 years related professional experience in curriculum development, training delivery and program evaluation including experience providing customer service and/or training in a call/contact centre environment
• Working knowledge of 311, Inside Information, Service Centre business practices. Universally trained within 311
  
  
  

Asset:

• Proficiency in a variety of eLearning web based development tools (e.g. Captivate and instructor author tools will be considered an asset
  
  
  

Skills required for success:

• Extensive experience in virtual training and face to face training.
• Experience developing written communication and documenting process mapping and procedures within training material
• Demonstrated proficiency in Google suite including Docs, Sheets, Gmail, Forms and Classroom. Thorough knowledge of adult education, learning and development concepts and techniques including industry best practices in training design and evaluation
• Highly developed written and verbal communication skills, with the demonstrated ability to communicate effectively and tactfully; while adapting to changing, diverse audiences
• Time management and organizational skills with the ability to handle numerous initiatives at one time while meeting deadlines
• Excellent interpersonal skills supportive of a strong team environment
• Highly motivated with the ability to portray a positive image and attitude
• Demonstrated ability to identify and remove barriers that prevent achieving results including strong change management skills
  
  
  

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
  
  
  

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
• Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested
  
  
  

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected] . Learn more about our benefits https://bit.ly/COEbenefits .

1 temporary full-time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement

Hours of Work: 40 hours per week

Salary: $38.019 - $47.787(Hourly); $79,383.67 - $99,779.26 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.

Talent Acquisition Consultant: RD/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.