Learning & Development Specialist
- Employer
- Peninsula Canada
- Location
- Toronto (Region), Ontario
- Salary
- $55,000 - $60,000
- Closing date
- Jan 18, 2021
View more
- Sector
- HR Consultant - Firm
- Function
- Learning & Development
- Job Level
- Administrator, Analyst, Advisor
- Employment Type
- Permanent
- Hours
- Full time
- Designations Required/Preferred
- CHRP
Peninsula Employment Services Limited | Learning & Development Specialist| Department: Quality & Compliance| Toronto, Ontario | Salary: $55,000 - $60,000
About Us
Peninsula Employment Services Limited (“Peninsula”) is a provider of external human resources solutions, including employment relations advice, health and safety advice and legal support, to small and medium-sized businesses located throughout Ontario, Alberta and British Columbia. Peninsula is a division of Peninsula Business Services Limited, based in Manchester, England. Peninsula currently operates in the U.K., Ireland, Australia, New Zealand and most recently, Canada, and employs over 1,500 people globally. Peninsula opened its Canadian office in September 2017 and has quickly become one of the fastest growing companies in Canada.
The Role of the Learning & Development Consultant
The Learning and Development Consultant is responsible for assessing the quality of customer service delivered by our service teams, as well as coaching them to improve and develop their customer service skills. The Learning & Development Consultant will assess telephone calls, emails and documents to evaluate the quality being provided to our clients as well as to identify learning and development opportunities within the service team. The individual will also assist in developing and implementing quality processes and procedures, Learning & Development tools, as well as making recommendations for improvements to our training materials to enhance the overall Peninsula customer experience.
Day-to-Day Duties and Responsibilities
- Develop and implement assessment forms and reporting procedures
- Design and implement learning and development tools
- Complete accurate assessment forms for each call, email or document that you evaluate and ensure that a consistent approach to scoring is followed
- Evaluate a cross section of calls, emails and documents across the Service dept. (HR, Health & Safety, BrightHR, Claims, Client Experience and Sales Support)
- Produce a monthly and quarterly report reviewing results during the relevant assessment period
- Meet with individuals to provide assessment results and coaching feedback to encourage continuous improvement
- Facilitate learning exercises/workshops that address current trends/issues and help develop individuals
- Assist with training of new employees as required
- Identify ways in which the team and the company can further improve performance and service delivery to our clients
- Undertake all other tasks deemed necessary by Management
Education/Experience
- Bachelor’s degree or relevant experience preferred
- Quality assurance of customer service teams
- Learning and Development experience
- Call centre experience preferred
- CHRP would be considered an asset
What you Bring to the Team
- An enthusiasm for exceptional service delivery
- Detailed oriented
- Fundamental knowledge and understanding of employment law
- Thrives under pressure and demanding deadlines
- Proficient with Microsoft Word and Excel
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