Coordinator - HRis & Training and Development - Montréal, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Scope:
Planning and organising the training of new hires within our call centre. Deliver training and refreshers to employees including new hires. Create and update reference manuals and bulletins.

Job Description:

Responsibilities:

Maintain training manuals in order to conduct training sessions and ensure that training material is accessible to all employees on MILO.
Facilitate orientation, training and refreshers of new hires on our different reservation systems, as well as on other tools needed to perform their tasks.
Create new procedures when needed.
Inform the staff on new and actual procedures, existing and new products and promotions.
Guide new hires during call centre initial training.
Maintain good contact with suppliers (hoteliers and tourist offices) in order to plan and coordinate training sessions.
Verify, clarify, research and restructure information provided by the business to ensure communication to staff is comprehensive and complete.
Answer questions received on our products and maintain a reference documents for all to consult.
Communicate changes / corrections to be made in the systems to the appropriate departments.
Update skills and knowledge by enrolling in training specialist programs and assisting to presentations.
Coordinate tour guides and liaise with tourism schools to facilitate the Call Centre hiring process.

Knowledge and Skills required:

College diploma in Tourism
Minimum of 1 year experience in a call centre position as well as facilitation and/or coaching experience
Fluently bilingual in English and French
Excellent communication and organisational skills both written and verbal.
High energy and enthusiasm level
Strong team player
Knowledge of TTS and ARD
Excellent interpersonal skills and the ability to motivate employees.
Demonstrate good judgement, initiative & flexibility.
Detail oriented
Ability to work under pressure, multitask and manage daily schedule
Advanced computer skills in Word, Excel, Power Point as well as Air Canada Vacations Reservation system
In depth product, policies and procedures knowledge