Training Facilitator, Bell Mobility

Summary

The BMR Performance Assurance team’s mandate is to establish strategies required to meet our objectives and improve the client experience. The team will build and develop analysis looking at all aspects of global performance within BMR support. The selected candidate will find many opportunities to develop and to work in a dynamic and fast moving team.

The BMR performance Assurance team is currently seeking a qualified candidate for the position of Quality Specialist. We are looking for an individual with a strong operational and business analysis background. The required candidate must be able to delve deeply into complex business problems, create, and implement long-term solutions to improve Productivity and Quality within the contact centres.

Major Responsibilities/Accountabilities

• Build specific training programs for agents in function of new and existing contracts and technologies (LMRN, MCN, RSP25, TMR2)
• Establish and communicate the training grid/schedule
• Provide required training according to the approved schedules
• Monitor the competence of teams/agents using observations and quality performance indicators
• Provide the training and coaching necessary to improve the skills of agents according to specific and individual needs
• Represent BMR as subject matter expert for processes training and contractual requirements
• Work closely with project managers and operation leaders to improve agent performance and customer experience. This includes in-depth performance and quality analyzes to identify opportunities and provide recommendations
• Work in partnership with many teams in order to understand and explain the gaps and fluctuations in data at the level of agent skills in relation to the objectives of Customer Service and the business unit
• Provide reports to operations on trend in training indicators
• Support and manage operational needs: assuming both normal On-line and Off-line agent duties
• Collaborate closely with all Service Desk teams and backfill for other Support duties (Training, WFM)
• Availability to work on a flexible schedule

Essential Skills and Abilities

• Strong training/coaching skills
• Full understanding of the call center environment
• Strong ability to work with ambiguity
• Behavior modeling and coaching
• Propensity to see beyond the symptoms of a problem and apply a method of analysis to create effective training solutions
• Autonomous and disciplined self-starter who can work in a demanding and rapidly changing environment
• Excellent time management and organizational skills
• Ability to integrate AI into the trainer’s role: Use of artificial intelligence tools ( e.g. learning assistants, data analysis, content generation) to enhance teaching methods and training delivery

Qualifications

• Recognized training/Coaching certification
• 2 years of experience in training/coaching
• Experience in analytics and process improvement
• Fully proficient in all MS Office Suite applications
• Excellent understanding of the call centers tools and associated key performance indicators
• ITIL Certified (preferred)
• Undergraduate degree or equivalent experience