Alberta Health Services Looking for HR Contact Centre Training Specialist at Alberta Full Time

Your Opportunity:

Alberta Health Services (AHS) is Canada’s first and largest province wide, fully integrated health system responsible for delivering health services to the over four million people living in Alberta, with support provided to some residents of Saskatchewan, BC and Northwest Territories. AHS, including Covenant Health, CareWest, CapitalCare Group and Alberta Precision Laboratories, as well as our volunteers, combine to make up approx. 122,000 employees within the organization. This position serves to provide superior training and communication to all employees of the HR Contact Centre in areas such as Recruitment, Payroll, Compensation, Benefits, Pension, Human Resources (HR) Administration, Time & Labor and other supporting areas. The HR Contact Centre Training Specialist will report directly to the Director of the HR Contact Centre and will work closely with all the HR Contact Centre Senior Advisors as well as all employee tiers within the HR Contact Centre. This position will be the primary contact for all training needs and learning communication as it pertains to the HR Contact Centre. The successful candidate will have a willingness to learn about all functional HR Shared Services areas, will work independently and seek guidance when necessary. The Training Specialist will have superior verbal, written and phone skills. This role requires working well under pressure in a high-volume Contact Centre environment. The candidate will be organized, reliable, consistent, and detail oriented. A flexible schedule is required for this role.

Description:

The HR Contact Centre Training Specialist supports the HR Contact Centre in the delivery of training services and communication to all Contact Centre representatives. This position plays a vital role in the success of the Contact Centre and performs a multitude of different activities: Creates training plans and updates training materials, documentation (scripts, knowledge bocks, etc), and training presentations for all major call drivers as well as yearly activities Organizes, trains, facilitates and coordinates the training of all current and new HR Contact Centre representatives Supports script and knowledge block development with info gathering, drafting and subject matter expert approvals Leads the functional course training on ServiceNow, Genesys and Chat for all current and new Contact Centre representatives Liaises with all HR Contact Centre Senior Advisors to identify trends and gaps in training Works closely with the Advisor, HR Contact Centre Quality Assurance and Metrics to ensure FAQ’s, knowledge blocks and training tools are updated and maintained Works with the Senior Advisors of the Contact Centre to schedule training and refresher training courses to team members Ensures the Customer Relationship Management solution is functioning well for the team members and assists with testing new changes and updates as they are completed Creates Learning Burst Training and Video Training for cyclical events Performs Call Monitoring on new and existing staff to ensure Metrics are met on calls Creates Daily Briefing Notes for the HR Contact Centre representatives which provide knowledge on answering specific calls Other duties as required