New Posting - Air Canada

Customer Service Learning Specialist - Toronto
Air Canada  

 - Toronto, ON

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. Conduct training, coaching and facilitation for front line employees and managers in the Airports/Call Centres branch. Deliver regulatory and soft skills training in order to ensure appropriate levels of compliance and customer service levels are met and maintained.  Conducts classroom instruction/facilitation related to Customer Service, Regulatory and/or people skills, as required.  Evaluates/coaches trainee performance and provides timely feedback/coaching to participants.  Provides coaching and operational support to front line employees as required.  Plans and schedules training activities, training events and other training related activities.  Completes existing training/communications material such as pre and post training documentation.  Reviews, evaluates, recommends changes and modifies existing or proposed training programs.  Assists in the development and maintenance of training programs.  Participates in the development of required training material.  Liaises with Training Delivery Managers and other members of the Customer Service Training team. Provides and solicits feedback.  Provides operational support to the Customer Service Training, CS Safety, Airport/Call Centres branch, (Safety/Regulatory Compliance) as required.  Provides support and coaching to future e-learning and soft skills training initiatives.  Performs site and peer audits/inspections to enhance training facility operations and training personnel performance.  Ensures site (working) copies of all training programs are maintained and current, including related exams and handouts. Safety and Regulatory Requirements:  Maintains safety as first topic day to day (production and administration).  Assumes any responsibilities delegated by the Training Delivery Mgr. Sales/Serv or Manager Training Delivery - Call Centres.  In person’s absence, all responsibilities for duties are delegated to another qualified individual.  Keeps abreast of corporate initiatives and communications.  Establish and maintain Business Processes and Procedures for the position.  Follows Risk Assessment Manual for processes and procedures and when conducting all investigations (refer o SMM), if applicable.  Refer to IFS Quality Manual Publication 355 Chapter 1.3 and/or Safety Management Manual, Chapter 1.3 for SMS Management Responsibilities.  Follow document retention guidelines (IFS Quality Manual Publication 355 Chapter 2 and/or and Safety Management Manual, Chapter 2).  Ensures provisions of the Official Languages Act are applied to the daily work environment as required.  Qualifications Indoctrination training Job Orientation  CARs (Canadian Aviation Regulations)  SMS (Safety Management System)  Health & Safety – Basic  Instructor Handbook  Instructional Techniques  Annual Regulatory Training  Operational Technical Courses – as designated  Customer Service Fundamentals  University Degree in Education or the equivalent an asset  Sound knowledge of adult learning methodologies  Air Canada products & services, competencies  Previous experience in a training environment  Demonstrated commitment to Customer Service  LINGUISTIC REQUIREMENTS  Bilingual (English and French) At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.