Lower Mainland - Coordinator, Apprenticeship Advisor (Permanent, Full-Time)

SkilledTradesBC • Richmond, BC

6d • Hybrid

About The Position

The Apprenticeship Advisors Coordinator is responsible for providing support to our Apprenticeship Advisors team, which are spread out regionally through the province. The Coordinator is required to understand SkilledTradesBC policies and procedures and customer experience processes. The position works closely with internal stakeholders to ensure that SkilledTradesBC fulfils its customer service mandate within established policies and guidelines.

Requirements

• Ability to interact effectively with a wide audience including internal and external stakeholders
• Proficiency in MS Office Suite
• Ability to design and present statistical data/information in a clear, concise and effective manner

Nice To Haves

• A post-secondary degree in Business Administration, or related field is preferred, combination of education and work experienced will be considered
• Previous experience supporting a field team is desirable
• Knowledge of SkilledTradesBC processes and procedures is an asset
• Prior experience setting-up administration systems and/or managing complex analytical administration systems is an asset
• Knowledge of CRM or a similar tool used for tracking metrics and creating reports is an asset

Responsibilities

• Liaises with internal departments, utilizing their expertise to research, verify and validate information to assist advisor inquiries
• Provide guidance and support to Apprenticeship Advisors on policies, procedures and best practices
• Support Apprenticeship Advisors with handling complex cases requiring collaboration with internal teams
• Reports on and monitors issues with digital systems by collaborating with the Team Leads
• Manages queue by monitoring, evaluating and dispatching incoming cases
• Provides guidance, training, and direction for Apprenticeship Advisors on IT and administrative systems and processes
• Works with Team Leads to develop and monitor ongoing training for advisor team
• Responds to inquiries from SkilledTradesBC staff, stakeholders, apprentices and sponsors by providing information about Apprenticeship Advisor activities and by dispatching cases to advisors appropriately
• Performs quality assurance analysis of team systems and processes by monitoring service level agreements, flow of work, and case statistics to identify opportunities for improvements
• Ensure compliance with SkilledTradesBC policies and procedures
• Arranging and organizing apprenticeship advisor trainings, meetings and team functions
• Organizes and coordinates mail outs of team collateral, documents and training materials
• Assists with documentation preparation and formatting, and maintenance
• Participates in special projects as assigned by Manager, Apprenticeship Advisors
• Develops and maintains document tracking and recording systems
• Maintains and updates training resources for Apprenticeship Advisor team
• Captures and reports advisor team meetings
• Develops, updates and manage a central electronic filing system for Apprenticeship Advisor team
• Develop and update guidelines, resources, and best practices for Apprenticeship Advisor team
• Assist in the rollout of new initiatives, technology, and program/project enhancements
• Support continuous improvement initiatives based on data and feedback
• Coordinates new hire orientation for Apprenticeship Advisors
• Produces and distributes SkilledTradesBC statistical reports as needed
• Provides reports and updates to Managers on Apprenticeship Advisor KPIs, trends, outcomes, and areas requiring intervention
• Organizes, reviews and validates team financial submittals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree