Service New Brunswick

Training Manager

Open

Pay Band 5

Flexible within New Brunswick

Service New Brunswick is seeking an experienced and creative individual to join us as a Training Manager to lead our customer service training programs within Service New Brunswickâ??s Public Service Customer Care unit. In this role, you will be responsible for designing, implementing, and managing training programs to support both our teleservice and service center operations. Your goal will be to ensure that our staff have the knowledge, skills, and confidence they need to deliver exceptional customer service to the people of New Brunswick. The ideal candidate will possess excellent leadership abilities, curriculum development expertise, a strong understanding of adult learning principles, customer service operations, and the ability to develop engaging and effective training programs.

Key responsibilities of this position are:

• Training Development & Delivery: Develop and deliver comprehensive training programs for Customer Care Employees, including onboarding, ongoing education, and specialized skill training.
• Needs Assessment: Work closely with the Customer Care management team to assess training needs based on performance metrics , customer feedback, and agent feedback.
• Curriculum Design: Design engaging and effective training content that includes instructor-led training (in-person and remote), e-learning modules, role-playing scenarios, and workshops.
• Training Evaluation: Measure training effectiveness using KPIs such as agent performance improvements, customer satisfaction, and first-call resolution rates. Use data to continually enhance training programs.
• Coaching and Mentoring: Ensure appropriate coaching and supports are in place to assess, improve skills, increase motivation, and ensure compliance with quality standards.
• Continuous Improvement: Continuously assess and enhance training methods, materials, and strategies to ensure they align with evolving needs and industry best practices.
• Collaboration: Partner with Operations, and Quality Assurance teams to align training efforts with company goals and ensure a consistent service experience across all agents.
• Leadership: Lead and motivate a team of trainers, providing direction and support for their professional development.

ESSENTIAL QUALIFICATIONS:A university degree in Education with a focus in adult education or related field, and five (5) years of experience in training with experience with curriculum development and training program design with at least 3-5 years in a management or leadership role. Subject to the response to this competition, an equivalent combination of education, training and experience may be considered.

Spoken and written competence in English is required.

Applicants must clearly demonstrate the essential qualifications to be given further consideration. Please state your language capability on your application and ensure that preferred language for assessment is clearly identified.

ASSET QUALIFICATIONS: Preference may be given to candidates who demonstrate they have training or experience in one or more of the following areas:

• Proven ability to develop, deliver, and evaluate training programs.
• Strong understanding of performance metrics and learning styles/techniques.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical skills.
• Ability to lead, inspire, and motivate teams.
• Ability to work in a fast-paced, dynamic environment.
• Certification in training or instructional design (e.g., CPLP, ATD, or similar).
• Experience with virtual training platforms and e-learning development tools.
• Experience in coaching and developing in both an on site and remote workforce.

Subject to the response to this competition, candidates may be required to demonstrate on their application one or more of the asset qualifications in addition to the essential qualifications in order to be given further consideration.

OPERATIONAL REQUIREMENTS:

This position may require some travelling within the province therefore candidates must possess a valid New Brunswick driverâ??s license and have their own means of transportation.

Some weekday evenings and weekend work hours may be required.

Candidates will be required to undergo Criminal History Clearance prior to appointment.

BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioural competencies:

• Developing Others
• Effective Interactive Communication
• Team Leadership

TECHNICAL COMPETENCIES: The successful candidate will possess the following technical competencies:

• Knowledge of the Fiscal Environment
• Knowledge of Conflict Management Practices
• Knowledge of Group Facilitation Techniques

Resumes should be in chronological order specifying education and employment in months and years including part-time and full-time employment.

Salary : $64,974 - $90,740 annually â?? Pay Band 5 - Management and Non-Union Pay Plan

We strongly encourage you to submit your application via the online portal https://hrh.gnb.ca/ess/e-recruit/competition.aspx?strType=c by using the â??Apply Onlineâ? button, to increase the efficiency and maintain a consistent candidate experience. Please ensure your application is complete by January 31st, 2024 and indicate competition number R85-2024/25-745.

In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact [email protected].

We thank all those who apply, however, only those selected for further consideration will be contacted.

Candidates registered with the Equal Employment Opportunity Program and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.

We promote a scent-reduced environment.

We are an Equal Opportunity Employer.

The New Brunswick Public Service: Improving the lives of New Brunswickers every day!