Knowledge Improvement Specialist - Toronto, Canada - Canada Post - Postes Canada

Canada Post - Postes Canada
Canada Post - Postes Canada
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Job Requisition Id: 169416


Business Function:
Business Transformation


Primary City:
Toronto


Other Location(s):

Province:
Ont. - GTA


Employment Type:
Full-Time


Employment Status:
Term


Language Requirement:
Bilingual Imperative (AAAA)

Employee Class and Level:
SL 04

Number of Vacancies: 1

Job Closing Date (MM/DD/YYYY): 06/27/2023


Responsibilities:

Below are the main job requirements and responsibilities for the Knowledge Improvement Specialist.

  • Develops, implements, and monitors a detailed and comprehensive knowledge transfer plan for Service professionals on the team. Designs surveys to determine training gaps, identify knowledge gaps, and develop training plans for the team. Coordinates, delivers and facilitates all training and orientation programs on products and services
  • Monitors the SERVE Team's knowledge and understanding of Canada Post operations and their customers to develop oneonone or group learning sessions.
  • Monitors the quality of team communications and SERVE Tool usage by monitoring live customer calls, by listening to recorded customer interactions and by reviewing CRM (Customer Relationship Management) cases.
  • Increases knowledge of the SERVE Team on Canada Post's products and services by promoting the 'Customer Value Proposition' through automated selfhelp tools and Internet technologies to gain efficiencies for both the customer and Canada Post.
  • In conjunction with the Superintendent, Commercial Service, conducts needs analysis for all soft skills training required for all CSN professionals and shares the results with the Human Performance Management team.

Job Responsibilities (continued):


  • Distributes all training materials to appropriate audience and monitors effectiveness through followup surveys to ensure knowledge transfer has taken place.
  • Reviews all proposed change management initiatives to assess impact on knowledge and skills of the Customer Service Network. Recommends appropriate training solution(s).
  • Answers all product specific knowledge questions from the CSN Telephony Team and works with Head Office Marketing team to facilitate resolution on any escalated issues, in addition, may handle escalated customer calls.
  • Keeps uptodate with changes in postal products, services and regulations through selfstudy, successful completion of Canada Post Corporation National Sales and Service Training Programs, attendance at relevant seminars and courses, reading relevant publications, journals and periodicals.
  • Performs other related duties.

Qualifications:

Education

  • Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)
Experience

  • Minimum 2 years' experience working in commercial customer service and/or commercial sales in a call centre environment PLUS Minimum 2 years' experience with Canada Post procedures and services
  • Not Applicable
Assets

  • Not Applicable

Other Information:

Priority will be given to APOC employees


Safety Sensitive Positions
This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.


Employment Equity
Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation.

Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.


Conflict of Interest

The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations.

Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.


Accommodation
Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process.

If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated.

All information received in relation to accommodation will be kept confidential.


Important Message

Our signature behaviours

Make the call - We're empowered to make decisions, respectfully challenge the status quo, and support others to do the same.

Know the destination- We understand Canada Post's strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches.
Deliver for others - We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.

Ignite our pride- We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter.


Our values
Our Values have three dimens
More jobs from Canada Post - Postes Canada
See all jobs of Canada Post - Postes Canada