Training And Process Development Analyst

About Enercare:

Enercare is one of North America's leading home and commercial services and energy solutions companies. As a proudly Canadian-owned organization, we are committed to providing the best services, solutions, and advice to make our customers' homes as comfortable as possible. Our focus is on putting people first through listening to our customers, continuous improvement, and creating a destination for career development.

We offer comprehensive benefits, a DC Pension Plan, and a 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!

Summary:

As a key member of Enercare’s Operations Learning team, the incumbent is primarily responsible for the analysis, design, development, implementation and evaluation of training and process documentation of Front & Back Office Operations, Field, Sales and Contact Center staff.

Accountabilities:

• Contribute to change management by creating and maintaining documentation related to the learning workstream, and using data to create better experiences for learners
• Analyzes business processes into specific bite sized steps, design and implement new business process documents, continuously improve existing documents.
• Interpret process maps and convert them into procedural articles that will be easy for an end user to retain
• Partners with our Quality and Customer Experience teams to continuously analyze and improve existing training materials & programs based on user feedback, Operational quality assessments and audits, and other business inputs
• Design and development of various employee communication pieces regarding business and system changes (i.e. what’s new, team huddle slides etc.).
• Validate training materials and manuals created by business stakeholders
• Collaborate with Operations, Learning and vendor stakeholders as the Knowledge Management System administrator.
• Knowledge of current industry standards for technical writing, appropriate English grammar, usage of editing
• Participates in policy and procedure development to help ensure accuracy, consistency and clarify in manuals and published Knowledge Management articles
• Identify strategies, risks, options, recommend approaches, and mitigations to enhance existing processes, meet functional requirements, deploy learning, and collaborate with stakeholders on large organizational initiatives and overall customer contact center operations
• Good leadership skills with emphasis on planning, organizing and scheduling
• Apply leadership skills such as communication and change management to help drive key priorities like product launches, technology changes, and continuous improvement initiatives
• Edits policies, procedures and other materials
• Assist in maintaining and communicating standards for policies and procedure writing
• Facilitate Train-the-trainer sessions prior to the launch of new programs and acts as on-site support of new projects, programs and processes to ensure effective implementation and knowledge transfer.
• Supports the management (loading and upkeep) of the organizational knowledge management system (NICE CXone)
• Conduct deep-dive sessions (need analysis) with stakeholders to assess business learning needs, process documentation requirements and provide guidance on overall operation processes. Designs and develops training materials to support all job changes resulting from systems and process improvements
• Assist in testing of new processes and procedures as needed

Qualifications:

• Demonstrated experience managing multiple learning/instructional development projects to meet time, cost and quality requirements.
• Sound knowledge of adult learning principles and instructional design (ADDIE)
• Ability to communicate clearly and professionally with all levels of an organization
• Proven planning, project and change management skills.
• Strong knowledge of a service oriented business
• Demonstrated ability to succeed in a rapidly changing business environment
• Demonstrated experience working with external Contact Centre service providers
• Self-directed team player
• Strong computer-based knowledge and skills
• High level of interpersonal and customer service skills
• Completed or working towards Adult Education Certification
• Well-developed communication skills (verbal, written, listening).
• University undergraduate degree, college diploma or equivalent work experience
• Excellent presentation and facilitation skills
• Able to collaborate effectively with key stakeholders at all levels
• Previous design and delivery of Sales, Retention or Customer Service Training experience an asset
• Excellent organizational and analytical skills
• Excellent written and verbal communication skills
• Demonstrated influencing skills
• Ability to work flexible hours and travel to deliver training and support within Ontario.

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.