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Thank you for your interest in applying to TU Group. This position has been filled. To view other available positions at TU Group, click here.
Trainer, Customer Service (1 year contract - permanent status possible)
| Company: |
TU Group (Mango) |
| Department: |
Customer Service |
| Reports to: |
Director, Customer Service |
| Location: |
Richmond, BC |
| Languages: |
English |
| # of Positions: |
1 |
Who you are
You have experience in contact centre customer service as well as in training. You are passionate about guiding the development of new employees
and giving them the skills and knowledge they will need to succeed. You understand that people learn in a variety of ways and you strive to change
and improve the development and delivery of the training you provide. You thrive in a collaborative setting and can take initiative. You are technologically
savvy and up to speed with current training systems and tools.
If this is you and you want to make a difference in a company that values contribution, then we want to hear from you.
What you will do
The Trainer performs a key role on the Customer Service team by delivering professional and effective training and development experiences to the
Customer Service team.
- Creates, schedules, and delivers effective professional training sessions and presentations for new & existing CSRs,
other TU Group employees, and TU Group partners’ staff on new and revised products and procedures.
- Creates, schedules, and delivers regular product and procedure review sessions for CSRs.
- Creates and prepares training plans, objectives, outlines, teaching aids, manuals and other training tools for internal and external use.
- Designs and develops training evaluation forms and obtains feedback. Collaborates on the creation of reliable training and
development measures for the Customer Service team. Tabulates, analyzes, reports upon, and acts upon results in order to ensure performance standards are achieved.
- Acts as a resource, making recommendations to the Director to most effectively meet the development and informational needs of the
Customer Service team, as well as other stakeholders, and implementing changes as needed.
- Keeps up to date on new training and development theories, methods, and uses of technology and recommends and applies appropriate solutions.
- Develops relationships with external training and development suppliers.
- Writes and revises product scripts, procedures, and policy manuals.
- Communicates product, scripts, and procedural changes to all stakeholders.
- Creates and maintains training and development materials in an organized system.
What you will bring
- Completion of a post-secondary degree or diploma in adult learning, training or a related field
- Two or more years’ experience developing, delivering, and evaluating training courses
- Experience working in a contact centre environment is an important asset
- Exceptional interpersonal and communication (written and oral) skills
- Demonstrated ability to organize and manage multiple, diverse priorities
- Demonstrated initiative and the ability to implement ideas
- Flexibility with respect to shifts is required
- Completion of Level One Insurance License is an asset
- Knowledge of the Canadian travel insurance industry is an asset
- Fluency in French is an asset
- Occasional travel may be required
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