Training and Development Lead

Job Posting

Halifax Regional Municipality (HRM) is inviting applications for one permanent position of Training & Development Lead in Finance & Asset Management. The Training & Development Lead is responsible for co-ordinating the design, delivery & evaluation of new hire & on-going training programs for HRM’s Customer Contact Centres, including the 311 Customer Contact Centre & Customer Service Centres. Halifax Regional Municipality (HRM) is committed to reflecting the community it serves & recognizing Diversity & Inclusion as one of the Municipality’s core values.We have an Employment Equity Policy & we welcome applications from African Nova Scotians & Other Racially Visible Persons,Women in occupations or positions where they are underrepresented in the workforce,Indigenous/Aboriginal People,Persons with Disabilities & 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application

This position is the main point of contact between Customer Contact Centres & Business Unit clients to prepare timely,relevant communications.Incoming time-sensitive communications are reviewed,disseminated & delivered to staff in a clear & concise manner to provide excellent customer service to HRM’s customers.This position works as part of the Support Team,under the direction of the C3 Director to provide support for Emergency Measures operations including disaster responses, community evacuations,extreme weather events & other EMO requirements

Duties & Responsibilities:

• Assess,create,coordinate & deliver new hire & continuous training programs for the 311 Customer Contact Centre,Customer Service Centres & After-Hours Urgent Dispatch Service based on best practices & methods
• Responsible for knowledge base delivery & maintenance;Develops, maintains & updates reference materials,manuals & job aids(including electronic manuals,lists,publications)& ensures tools & content are cohesive & accessible
• Responsible for maintenance of all aspects of C3 intranet website
• Ensure training materials are effective,up to date & relevant
• Identify gaps in business processes & works with CRPL to implement changes
• Foster & promote quality customer service principles & practices through training and coaching programs,which align with HRM’s goal of Service Excellence
• Monitor training results through course evaluations & uses the results to improve the training program
• Develop staff knowledge & customer service skills by arranging formal training,work assignments & other experience for employees
• Monitor progress during training & recommends appropriate corrective action,including dismissal
• Assist other Business Units with training & content development
• Assist Quality Improvement Analyst with Business Unit service request agent errors & retrains as appropriate
• Monitor staff work,including call quality & accuracy audits during new hire training to ensure accuracy & completion by staff;Meets with staff to go over results & provides support to improve quality service
• Provide Supervisors with new hire post training evaluation to ensure results are meeting established metrics & targets
• Assist in educating users & reinforces adherence to customer request procedures & processes on a daily basis
• Deliver day to day communications to staff on time sensitive issues, including preparation of Q&A’s,dissemination of information in media releases & PSA’s
• May participate in selection & recruitment process for staff based on Human Resource Policies & Collective Agreements & recommend new hires
• Assist CRPL in developing policies & procedures as it relates to Customer Contact Centres
• Act as Customer Contact Centre on call Supervisor on rotational basis with the support team & management team
• May provide back-up and coverage for the Client Relationship & Process Lead as required
• May provide back-up & coverage for the Quality Improvement Analyst as required
• Apply the ADDIE model for analysis,design,development, implementation and evaluation of training programs,materials, & resources
• Provide training budgetary projections to the CRPL
• May perform other related duties as assigned

Qualifications

Education & Experience

• Post-secondary degree in Business,Public Administration or a related field,or a suitable combination of education/experience
• Certificate/Diploma Program in Adult Education or related learning & development programs
• Minimum two years’ experience in an adult training environment, preferably within a contact centre environment
• Experience developing, delivering, & evaluating training in a variety of formats(ieclassroom,video,on-line,group meetings,one on one, coaching via email)
• Broad experience in service delivery & support in a multi departmental business environment &/or the public sector

Technical/Job Specific Knowledge and Abilities

• A broad knowledge in Municipal Government & Municipal Information Systems
• Awareness of latest information technology & proficient in the use of software including Word,Excel,Outlook,& data base applications & internet applications
• Subject matter expert in Customer Contact Centres processes, procedures,& information
• General knowledge of Municipal services, Municipal Government Act
• Experience using Adobe Contribute, Articulate & SharePoint is considered an asset
• Working knowledge of Contact Centre operations & telephone technology including ACD,IVR applications,etc
• In depth knowledge of multi channel Contact Centre telephony system
• Working knowledge of Cash Management principles & practices
• Knowledge of HRM Human Resource and Labour Relations practices and policies & relevant collective agreements is considered an asset
• Bilingualism is considered an asset

Security Clearance Requirements: Applicants may be required to complete an employment security screening check

Please note-Testing may be conducted as a component of selection process to assess technical/job specific knowledge.Candidates,who are selected for testing, may be tested in a group setting,scheduled at the employer’s discretion

An equivalent combination of education & experience may be considered.Applicants relying on education & experience equivalencies must clearly demonstrate such equivalency in their application

Competencies: Valuing Diversity,Communications,Customer Service,Developing Others,Managing Change,Networking/Relationship Building,Organizing & Planning,Teamwork & Cooperation

Work Status: Permanent full time position

 Hours Of Work: Mon-Fri,8:30am -4:30pm;35 hr/wk

 Salary: NU4 $52,380-$72,020Compensation is commensurate with experience & training

 Work Location: 21 Mount HopeAve

 Closing Date: Applications will be received up to 11:59pm Tuesday,February 20, 2024

Please note: We thank all applicants for their interest in this position.Only those applicants selected for interview/testing will be contacted

 During recruitment process,applicants have the right to request accommodation.Applicants invited to participate in an assessment process(such as an interview or testing)& who require accommodation,should discuss their needs with Recruiter when invited to the assessment process

(Position #72282122)

About Organization

Work where you live. Love where you work.
Make a difference at Halifax Regional Municipality.

At the Halifax Regional Municipality, our careers in public service directly impact our region, our communities, and the people we serve.

Our customer-first approach means that we’re always striving to develop innovative and entrepreneurial ways to enhance citizens’ lives.

Employing over 4,000 people, we’re committed to being an inclusive, collaborative and respectful place to work. Come join us and enjoy progressive opportunities for development in addition to competitive salary and benefit packages.