Customer Contact Centre, Training & Standards Advisor

Other Details: Reporting to Senior Manager, Customer Contact

Level: Non-Bargaining

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

• High School diploma or equivalent related work experience;
• Three (3) years of previous experience;
• Expert knowledge in company policies, procedures and tariffs;
• Previous training program design and delivery experience;
• Excellent organizational, decision making and prioritizing skills;
• Strong process and procedural skills, written and verbal;
• Knowledge of Microsoft Office Programs;
• Superior operating knowledge of Sabre;
• Excellent written and verbal communication skills;
• Strong capability to create and deliver presentations to a senior leadership audience;
• Ability to travel
• Ability to communicate in Inuktut a definite asset;
• Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Responsible for all design and delivery elements of Customer Contact Center and Support Team initial and recurrent training programs with a focus on continuous improvement;
• Conduct Audits as required and review findings and observations to ensure training programs are effective and SOP's are maintained;
• Maintain all CCC training program material in accordance with all internal and applicable external standards, policies, procedures and regulatory requirements and update as necessary to ensure compliance;
• Work closely with the Comm Ops Training team to ensure a cohesive product is being delivered across the network as well as to contribute CCC and Iniksaliurvik resource material for internal use and for the purpose of manual revisions;
• Act as a SME and cross-functional stakeholder on behalf of the CCC and provide testing and documentation support for new enhancements and initiatives;
• Responsible for the maintenance of knowledge management resources in support of training programs and day-to-day operations;
• Participate in the implementation, monitoring and standardization of existing and new training and standards;
• Provide troubleshooting support for CCC Leadership and support teams as required;
• Design and Compile audit reporting to evaluate training strategy and outcomes;
• Travel to required locations to deliver training;
• Other duties as assigned.

Canadian North