Facilitator - Customer Experience

Join a Team That's Passionate About Making Lives Better
At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where
fun meets results

The Facilitator provides a warm and welcoming environment to our new hires through facilitation of both corporate and client specific training. Leveraging their expertise, they are required to enhance the learning experience by design/develop/update training material including Computer-Based Training applicable to their portfolios. Aligning with our core value of Never Satisfied- actively participate in continuous improvement ideas and suggestions to their branch Manager, Learning and Development.

What You'll Do

• Create presentation and training material involving the design, layout and content development for in-person, remote and Computer-Based Training modules.
• Facilitate classroom training with new hires
• Interact positively with members of all seniority across the business to help problem solve and foster our culture in a fast-paced environment where training is a value-added focus.
• Work with Subject Matter Experts, Management and others to create training objectives, material and content.
• Design and maintain training infrastructure including Workday learning Environment, SCORM-based training modules and SharePoint, and Articulate Suite. Experience with these tools are an asset to candidates
• Learn new knowledge, software and innovate while collaborating with others.
• Creating testing questions and designing systems and/or tools to measure and report on the effectiveness of training.
• Up to 20% of this position can include training team members on a variety of topics including applicable government regulations, Company strategies, systems, policies, procedures, practices, leadership, soft skills, software, train the trainer and more.
• Work with the global training team to help enhance their capabilities, champion best practices and support functional trainers as part of our vision of training as a Center of Excellence.
• Provide feedback on training experiences (i.e. collate and analyze data evaluating our efforts) and feedback on trainee performance (i.e. provide feedback on participants who are excelling, performing and/or struggling)
• Train new staff on applicable government regulations and Company strategies, systems, policies, procedures, and practices
• Review or delegate job specific training conducted by Managing Coach or appointed delegate who has the skills and ability required.
• Develop and implement new training methodologies, procedures, and materials
• Recommend deployment of new staff during the training process
• Complete random audits on client portfolios and recorded calls on specific agents and/or trace agents, and review results with the appropriate MC or senior management
• Assist the Managing Coach in completing file and performance reviews and conduct training and coaching
• Notify the appropriate MC or senior management of any malpractice by an agent or trace agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate
• Assist team members by answer questions and providing support on calls
• Champion company core values and other company programs
• Other duties as assigned

Education
Certificate in adult education or equivalent experience.

College Diploma or University Degree in designated field, would be an asset

Experience
Minimum 6 months facilitation experience (or equivalent) plus 2 years successful management experience in a training function, or equivalent experience at Bill Gosling or elsewhere.

Demonstrated experience in Leadership, innovation and an understanding of adult learning principles and technology, preferred but not required

Certificates, Licenses, & Registration
There are no personal certification, licensing, or registration requirements for this job

Reports to:
Manager, Learning and Development / Managing Coach Operations
What We're Looking For
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you're equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people's lives

Get to Know Us Better
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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here.
If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.
Bill Gosling Outsourcing – Where your career thrives