Job Summary:
The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.
The CX Channel Operations, Information Management Team provides support to its frontline staff. They are responsible for managing the 311 Knowledge Base, divisional directories and the planning of the 311 training programs.
Reporting to the Manager 311 Quality & Performance, the Consultant Training & Development will design, develop, coordinate, implement, and deliver in-person and online professional development training programs on new digital processes, tools and technologies to enhance customer service. They will conduct needs assessments, execute training, evaluate outcomes and staff performance and support organizational performance and continuous improvement. They will play an important role in empowering our frontline team with the tools, resources, and expertise they need to deliver exceptional service.
Major Responsibilities:
Training & Development
- Develops and delivers training that supports quality client service, advanced professional development, and administrative compliance of various programs and services in accordance with Provincial directives and divisional mandates.
- Designs and delivers training for managers and frontline staff that includes systems and controls, legislative and mandatory requirements and provincial compliance standards.
- Provides on-site training and support for new technologies, business impacts, legislation, health & safety, etc.
- Utilizes a variety of training methodologies, techniques, concepts, learning tools and practices to ensure maximum effectiveness of training programs, catering to all learning styles.
- Creates divisional, district or local learning content for a variety of delivery methods including instructor-led classroom training, eLearning, multimedia programs, virtual training and other computer-aided instructional technologies.
- Becomes involved in the design and development of eLearning content/curriculum for specific learning programs related to training deliverables, where relevant.
- Supports divisional initiatives and provides subject matter expertise pertaining to learning aids, presentation methods, communication and adult learning principles.
- Develops and implements plans for complex training projects, ensures contingencies, identifies problems and takes action.
- Implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Ensures all training provided to divisional staff is documented in the City's online learning inventory, ELI; ensures divisional training is also captured for all staff in ELI.
- Develops and conducts training evaluations and related activities, e.g. focus groups, surveys, questionnaires and analyzes data to improve staff's knowledge, skill acquisition, and technical training; measures staff learning and increase in knowledge from the training and reviews behavioural change and performance improvement after applying skills/training.
- Develops and implements a learning plan for staff returning to work after an extended absence or complying with a grievance settlement when a training component is identified; supports the training process by delivering training in a group setting or on a one-on-one basis for staff requiring accommodation.
Leadership & Performance Management
- Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Models leadership behaviours in the workplace and in the classroom and influences staff to demonstrate corporate values, climate and tone; creates and maintains a positive and professional learning environment.
- Sets the standard and expectations through example in conduct, work ethic, integrity and character.
- Sets expectations for performance and supports staff's development efforts.
- Supports the division in improving job performance through training solutions and to mentor frontline supervisors to support them in coaching their staff.
- Works collaboratively in consultation with local office management teams to assess staff performance, manage performance concerns and ascertain appropriate action response to ensure service objectives are met.
- Works proactively with the management team to assess and identify root cause of performance issues and to resolve performance gaps and ascertain if training is an appropriate action/response.
- Consults with managers and supervisors to identify required and actual performance, completes needs assessments in co-operation with managers and staff to ensure that gaps in knowledge and skills are addressed and sets targets and identifies outcomes.
- Monitors and evaluates staff performance in the workplace and in the classroom during the suitability and the probationary periods and provides detailed feedback to local office/unit manager to ensure successful outcomes; recommends disciplinary and/or corrective actions when necessary.
- Provides leadership by coordinating and facilitating management level strategic planning meetings for committees and workgroups; meets with management to develop structure and process to ensure meeting objectives are met.
- Supports the Manager in creating and implementing a multi-year staff training plan for all divisional staff positions and identification of skills gaps.
- Supports organizational development with various staff development programs to identify organizational performance gaps and to develop a strategic response that supports the individual and the organization.
Collaboration & Stakeholder Engagement
- Identifies training and development needs within the organization through consultation and collaboration with internal and external resources.
- Coordinates with Corporate People & Equity regarding training relating to Occupational Health & Safety and Organizational Development and Learning.
- Consults and works with provincial and divisional subject matter experts to create training curricula and tailored course plans to address the technical training needs of divisional staff; provides subject matter expertise and feedback to provincial partners regarding course content.
- Works collaboratively on strategic business areas to support implementation of divisional initiatives and addresses matters pertaining to training and knowledge management.
- Represents the division at public meetings of industry stakeholders, community groups, social agencies and business organizations.
Research & Analysis
- Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
- Undertakes research and analysis on issues related to workplace training and leading training practices in the division.
- Delivers training in response to the outcomes of analysis and evaluation of divisional statistics, policies/procedures, quality assurance and performance measurements.
- Compiles information prepares statistical reports and other confidential material.
- Stays abreast of new and developing adult education/training methods and practices as well as new legislation and revised policies and procedures.
- Develops and maintains contact with other organization development professionals and is familiar with current theory and practice in the field.
Administration & Resource Compliance
- Carries out the maintenance of training records for the division's staff and provides the Manager with regular updates.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Monitors vendor performance to ensure training services are carried out in accordance with the specified terms and conditions and authorizes payment to vendors within delegated signing authority.
Key Qualifications
- Post-secondary degree or diploma in adult learning, training, eLearning and/or digital media creation or an equivalent combination of education and/or experience.
- Considerable experience in a customer service/call centre environment designing, delivering, and implementing in-person and online adult training courses and programs on new digital processes, tools and technologies.
- Considerable experience coordinating and scheduling large-scale, enterprise-wide or cross-divisional training programs or initiatives including change initiatives.
- Experience leading and supervising training and development initiatives in a customer service/call centre environment that support organizational improvement and change including coaching, mentoring, training, and day-to-day support.
- Experience working effectively within a unionized environment is an asset.
- Strong ability to foster teamwork, support change, and align staff with divisional goals and priorities.
- Ability to use advanced Microsoft Office applications and other software with strong visual communication, editing, presentation and design skills. eLearning development tools such as Articulate Storyline, Captivate, graphic (e.g., Photoshop), audio and video editing tools (e.g., Adobe Audition, Adobe Premiere Pro, Adobe Media Encoder) to create and develop training would be an asset.
- Ability to manage change management initiatives. This includes working directly with leaders and stakeholders on multiple projects to advocate and encourage change management outcomes.
Note To Current City of Toronto Employees
City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
