Completion of a 3 or 4-year college diploma, or any combination of
education, training, and experience deemed equivalent.
Additional post-secondary courses, leading to a certificate, or
diploma, in Call Centre operations, or completion of college courses related
to Adult instructional techniques would be considered an asset.
Minimum four (4) years’ experience in Contact Centre training and/or
quality assurance that includes direct experience with:
·
Quality management and assurance programs, principles, software and quality
key performance indicators.
·
Adult training and development principles, with demonstrated experience in
effective instructional design and
engaging delivery.
·
Classroom management skills, with the ability to react promptly and
positively to potential adverse situations.
·
Developing and implementing technical and soft skill training programs
related to Contact Centre operations.
·
Strong communication and interpersonal skills (oral, written, and
listening), with demonstrated ability to present and structure information
clearly, concisely, and logically.
·
Influencing and motivating others, including effective coaching and
mentoring of individuals and teams.
·
Managing multiple programs and initiatives while meeting operating and
budgetary requirements.
·
Analyzing problems, detecting root causes, and resolving all issues.
·
High internal customer focused orientation.
·
Excellent organizational skills with proven ability to balance multiple
tasks.
·
MS Office proficiency, with demonstrated ability to create and format
effective MS Word documents and MS PowerPoint presentations.
Must be able to obtain trainer’s certification for courses provided
internally as identified in the Corporate Mandatory Training Matrix and
successfully complete environmental, safety, and any other training required
by corporate policy.
