Learning Specialist
We are currently seeking a Learning Specialist to join our team and who will work remotely. In this exciting and challenging role, the Learning Specialist is responsible for the design, development, maintenance, delivery, and evaluation of all learning curriculum for the Customer Experience Centre. Our ideal candidate interacts with empathy, patience and understanding, possesses effective listening skills and provides positive support and encouragement while thriving in a fast-paced high-volume setting with a genuine enthusiasm for helping others learn.
What is your day going to look like?
Depending on stage throughout learning process,
Conduct needs analysis including determining learning topics and necessary requirements.
Coordinate required scheduling, communications, and resource requirements for required learning sessions with appropriate departments or teams.
Learn curriculum, deliver training using various tools and resources and support post-learning event.
Evaluate learner performance before, during, and after a learning event.
Consult on matters of learning design, delivery, and evaluation.
Maintain learning materials, handbooks, user guides, courses, etc.
Responsibilities
Needs Assessment (Design, Development and Maintenance)
Conduct needs analysis to determine learning topics and requirements in consultation with colleagues and stakeholders.
Introduce new and innovative design approaches to new and existing learning curriculums and programs.
Develop and maintain learning curriculums and programs, and their related documentation and materials.
Delivery
Deliver in person, telephonic or virtual training modules to staff using various tools and resources.
Support transfer of learning plans post-learning event.
Evaluation (Performance)
Learning curriculum/program evaluation.
Evaluate learner performance – benchmarking, testing and assessment – before, during, and after a learning event.
Provide consultation to Subject Matter Experts on matters of learning design, delivery, and evaluation.
Administration
Coordinate the required scheduling, communications, and resource requirements for required learning sessions with appropriate departments or teams.
Maintain learning materials, handbooks, user guides, courses, etc.
Skills, Knowledge and Expertise
2-3+ years of previous training experience is required, including instructional design, facilitation, and technology training experience.
1 -2 years working GDS experience; Amadeus preferred.
Ability to provide training on a wide range of travel products.
Experience in back-office systems would be considered a benefit.
Classroom training, virtual and web-based training, facilitation experience.
Curriculum or content design and development experience, including the design and development of learning curriculums from start to finish.
Good knowledge of current trends and practices relating to curriculum design and development and learning technology, eLearning, and online course design experience an asset.
Customer service experience
Strong interpersonal, problem solving, negotiation, mediation, and conflict resolution skills.
Solid written and oral communication skills, including superior presentation and facilitation skills.
Excellent time management, multi-tasking, and organizational skills, including the ability to be a strong team player as well as the capability to work well independently.
Good knowledge of the suite of Microsoft Office applications.
Other duties may be assigned.
Nice to Have
Certification in adult education, communications, instructional design, instructional technology, learning & development and/or related field.
Amadeus training Certification
Experience in Clientlinq/Travcom
Diploma from an accredited Travel and Tourism program
Bilingual fluency in English and French
About Serefin
We help our customer’s clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way.
The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.
Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.
We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.
We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.
We add value to loyalty, rewards, and credit card programs.
We reduce insurance company costs by ensuring clients use the available services efficiently.
We build bespoke contact centre services that improve the brand experience for our client’s customers.
Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun.
Why work for us?
Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, Serefin Experiences, and Serefin Travel, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in.
For more information, please email your resume to sofia.amin@serefin.com