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Consultant, Training & Development

City of Toronto · Customer Experience Division (CXD), CX Channel Operations, Information Management Team

This job in plain words

This full-time permanent job at the City of Toronto's Customer Experience Division is based at Metro Hall with hybrid work. The consultant designs and delivers training for frontline 311 staff on new digital processes, tools and technologies.

Open to the public

Can you apply?

Anyone who meets the requirements can apply. Current City of Toronto employees are also eligible, but they must say so on the online form and give their employee number. No citizenship or work permit rule is stated.

Education
College diploma · Post-secondary degree or diploma in adult learning, training, eLearning or digital media creation, or an equivalent combination of education and experience.
Experience
Considerable experience in a customer service or call centre setting, designing and delivering training and coordinating large training programs. Experience leading or supervising training is required.
Job type
Full-time, permanent. Monday to Friday, 35 hours per week. Hybrid work at Metro Hall.

What they ask for:

  • Post-secondary degree or diploma in adult learning, training or digital media, or equivalent.
  • Considerable experience designing and delivering adult training in a call centre or customer service setting.
  • Considerable experience coordinating large, enterprise-wide training programs.
  • Experience leading and supervising training in a customer service environment.
  • Strong ability to foster teamwork and support change.
  • Advanced Microsoft Office and strong presentation and design skills.

What you would do

  • Design and deliver in-person and online training on new digital tools and processes.
  • Run needs assessments to find training gaps with managers and staff.
  • Create training content for classroom, eLearning and virtual delivery.
  • Evaluate training results and staff performance after training.
  • Keep training records and update the City's online learning inventory.
  • Manage training budget and monitor vendor performance.

How to apply

Apply online through the City's official job posting before the closing date. Follow the instructions on the application form.

Good to know:

  • Current City employees cannot hold two different jobs.
  • The job is non-union, but experience in a unionized environment is an asset.
  • Accommodation is available during the hiring process on request.
  • Work is hybrid, following the City's Remote Work Policy.

We wrote this summary automatically from the official posting. Only the posting on the City of Toronto career site counts: read it before you apply.

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