Facilitator (Trainer)

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started
- Bill Gosling Outsourcing is committed to the career development of our people. We are still growing with new and exciting opportunities - Be a part of our team
- As a Facilitator (Trainer) you will:

- Provide 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.

Key Responsibilities
- 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.
- 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 3 months being part of the company.

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.

**Requirements**:
External: Must have at least 1 year of training or facilitation experience.

Internal: Average of 90% or above in QA in the last 2 months.

No attendance issues in the last 2 months.

No performance issues (KPIs) in the last 2 months.

No disciplinary actions in the last 3 months.

Reports to: _Manager, Learning and Development / Managing Coach Operations_