Overview

Honda Canada Training & Knowledge Management Coordinator Contract in Markham, ON

Honda Canada

Branch Markham ON CA

Position:
Training & Knowledge Management Coordinator
Location:
Markham, ON

Create, maintain and deliver new hire and cross training packages; Experience developing and delivering training material to adult learners in a business…

DESCRIPTION:
Create, maintain and deliver new hire and cross training packages;
Develop testing and set thresholds to ensure learner proficiency on material being trained;
Work with the Experience Design Lead and Supervisors to build an agent skill progression roadmap;
Leverage quality and voice of customer (VoC) data to identify knowledge gaps and build action plans to address;
Create and maintain policy & procedural documentation, Knowledge Tool content, FAQs and Customer Relations Associates scripting and points to mention;
Actively participate in calibration sessions;
Coordinate and communicate all changes to processes and systems to the Customer Relations team.

QUALIFICATIONS / SKILLS:
Minimum High School Diploma or equivalent – College Diploma or University Degree preferred;
Minimum 2 (two) years customer service experience, preferably in the automotive industry;
Experience developing and delivering training material to adult learners in a business environment;
Knowledge of contact centres – tools, metrics and skills set requirements;
Enthusiastic and engaging personality – a people person! ;
Exceptional communication skills – both verbal and written;
Experience with Technical writing an asset;
Detail oriented with proven analytical skills; process must excite you! ;
Proven time management and organizational skills and ability to manage multiple priorities simultaneously;
Knowledge of Honda’s systems, applications processes and philosophies an asset;
Excellent working knowledge of the Microsoft Office Suite especially Visio, Word and Power Point;
Bilingualism is a definite asset.

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Markham, ON, CA
Posted on: 2015-05-22
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