Saskatchewan Express jobs

Job Summary

Under supervision of the Contact Centre Manager, this position is responsible for identifying staff training needs and developing, administering, coordinating and delivering training sessions for the Division related to revenue processes, procedures and systems. This position also assists with promoting related revenue programs to the public by drafting and modifying a variety of communications.

Duties & Responsibilities

• Develops, coordinates and conducts orientation sessions for new staff.
• Develops, reviews, modifies and conducts a variety of training programs related to providing effective customer service and the efficient use of Revenue Division systems, processes and procedures.
• Develops, revises and maintains training materials and ensures the proper recording of program participation.
• Maintains current knowledge of Division processes, procedures, systems and customer service initiatives.
• Collaborates with Division managers, supervisors and staff to assess training needs, program promotion requirements and business process structure prior to implementation.
• Communicates with external agencies to coordinate training sessions. Assists with preparing a training budget and monitoring external training expenditures, as required.
• Develops training schedules and collaborates with management to schedule staff required to participate in training. Reserves, and ensures proper set up of, training facilities and arranges for instructors for program delivery.
• Communicates with supervisors to provide constructive feedback regarding participant performance in orientation and training sessions. Conducts follow-up evaluations with participants.
• Evaluates training session delivery and effectiveness and makes necessary changes for improvement.
• Drafts, modifies and maintains promotional material (e.g. brochures, signs, website) related to programs offered to the public by the Corporate Revenue Division. Assists with final review and approval of promotional material.
• Performs other related duties as assigned.

Qualifications

Education, Training and Experience Requirements:

• Successful completion of a two-year, post-secondary business diploma, including completion of a training and development course.
• Five years’ progressively responsible customer service experience, including two years’ facilitating and coordinating training programs.
• Experience preparing promotional material and working with Revenue Division processes, systems and procedures would be considered an asset.

Knowledge, Abilities and Skills:

• Knowledge of business English and modern office practices and procedures.
• Demonstrated ability to present and express ideas and concepts effectively orally, visually and in writing to a variety of audiences.
• Demonstrated ability to train and direct staff.
• Ability to plan, design, coordinate and conduct training sessions.
• Ability to plan and design promotional programs and strategies.
• Ability to deal effectively and tactfully with the public and civic employees.
• Ability to plan and organize work effectively.
• Ability to work with minimal supervision.
• Demonstrated skill in the operation of a computer with word-processing, spreadsheet, database and software used in the Division.
• Skill in the use and application of group facilitation processes.