Training Advisor

Enercare • Montreal, QC

8d • Hybrid

About The Position

As a Training Advisor, you will primarily be responsible for delivering training to the Customer Experience Centre team, your main internal client. You will contribute to developing their skills in relation to products, tools, and processes. Your goal is to deliver training aligned with organizational objectives while working closely with call centre managers and teams to strengthen skills and optimize the customer experience.

Requirements

• College diploma in a field relevant to the role;
• 2 to 4 years of experience in similar functions;
• Experience in a Customer Experience Centre environment;
• Strong ability to simplify and communicate information, with excellent teamwork skills;
• Ability to work independently and demonstrate initiative;
• Interest in innovation and adaptability to operational challenges;
• Ability to manage multiple projects simultaneously while meeting deadlines;
• Proficiency in the MS Office suite, particularly PowerPoint;

Nice To Haves

• Experience with an LMS (Learning Management System), an asset;
• Bilingualism, an asset.

Responsibilities

• Deliver training to various cohorts, primarily within the Customer Experience Centre;
• Support new advisors during onboarding by providing training and ongoing guidance;
• Create an engaging and stimulating learning experience throughout the training journey, including classroom sessions and interactive quizzes;
• Monitor calls and provide feedback to advisors, coaching them on best practices based on identified challenges;
• In collaboration with team leaders, evaluate advisor performance, communicate results to learners and their managers, and implement additional training as needed;
• Validate learning outcomes and suggest adjustments to training or coaching as required;
• In collaboration with teams and the trainer, facilitate training workshops and occasionally contribute to updating training materials based on departmental needs;
• Work with teams and the trainer to maintain an annual training calendar for recurring technical training (continuous learning, knowledge transfer, upskilling) and completed training.

Benefits

• Competitive salary based on your skills;
• Comprehensive group insurance program (extended health, prescription drugs, dental, life, vision, etc.);
• Hybrid work model;
• Group RRSP;
• Supplemental benefits during parental leave;
• 5 paid holidays during the holiday season, plus wellness days;
• Wellness and remote work allowances;
• Employee referral program;
• Free covered parking;

What This Job Offers

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