Air Canada Hiring for Customer Service Learning Specialist at Toronto, ON Full Time

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Customer Service Training team is looking for dynamic, proactive and motivated instructors who will use excellent communication and organizational skills to plan and deliver quality training programs.

In this role, the Learning Specialist will conduct training, coaching and facilitation for front line employees and managers in the Customer Service branch for Sales and Service. Deliver regulatory, recurrent and soft skills training to ensure appropriate levels of compliance and customer service levels are met and maintained. The position does require 20 – 30 percent traveling.

Key Functions & Accountabilities:
Conduct classroom instruction/ facilitation related to Customer Service, Regulatory and/or people skills, as required.

Evaluate/coach trainee performance and provide timely feedback/coaching to participants.

Provide coaching and operational support to front line employees as required.

Plan and schedule training activities, training events and other training related activities.

Complete existing training/communications material such as pre and post training documentation.

Review, evaluate, recommend changes and modify existing or proposed training programs.

Assist in the development and maintenance of training programs.

Participate in the development of required training material.

Liaise with Training Delivery Managers and other members of the Customer Service Training team. Provide and solicit feedback.

Provide operational support to the Customer Service Training, CS Safety, Airport branch (Safety / Regulatory Compliance) as required.

Provide support and coaching to future e-learning and soft skills training initiatives

Perform site and peer audits/inspections to enhance training facility operations and training personnel performance

Qualifications

Sound knowledge of adult learning methodologies

High regard for safety

Demonstrated commitment to Customer Service

Excellent written and verbal communication skills

Excellent facilitation skills

Strong interpersonal skills

Ability to meet deadlines, work under pressure and prioritize multiple projects

Highly flexible and adaptable

Strong leadership and conflict resolution skills

Motivated and enthusiastic team player

Ability to work independently with minimal supervision

Previous experience in a training environment

Being bilingual is an asset

Bachelor of Education or similar certification, a definite asset

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.