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Job Information

    • June-10-14
    • Full Time
    • Experienced
    • 3 Years
    • Bachelors (Including Honours)
    • Advertising and Marketing
    • Broadcasting, Radio and TV

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Training and Recruitment Coordinator

BBM CANADA

Moncton, NB, CANADA
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OVERVIEW 

Recruits new employees for the Respondent Contact Centre, develops and delivers New Hire as well as ad-hoc training to BBM Contact Centre staff and manages the performance and development of the Quality Control team. 

 

MAJOR RESPONSIBILITIES

 

Recruitment & Selection

  • Screening, interviewing, and hiring of new employees (Interviewers as well as other junior Contact Centre staff)
  • Coordinates and updates job postings on various advertising mediums
  • Provides feedback to management on the recruiting status
  • Makes routine and non-routine decisions related to the hiring of new employees and refers unusual situations to the Assistant Respondent Contact Centre Manager 

Development of Training

  • Coordinates and delivers training to Contact Centre staff by researching, designing and delivering training programs (New Hires, Interviewers, Supervisors, systems, project briefings)
  • Identifies, plans and schedules training programs/initiatives and provides information to management
  • Assesses effectiveness of training by evaluating programs in order to meet goals
  • Develops up-to-date training information/materials and provides feedback/reports to management
  • On-going evaluation and development of an effective CRT (call monitoring) form/program
  • Makes routine and non-routine decisions related to scheduling training and refers unusual situations to the Assistant Respondent Contact Centre Manager
  • Provides internal customer service to peers throughout the company by maintaining close business relationships in order to provide effective training programs
  • Maintains Employee File Checklists (paper and electronic) and ensures HR receives required documentation in a timely manner
  • Manages the Quality Control team, carries out performance appraisals and disciplinary actions, and coordinates the training and development of QA staff
  • Oversight of Respondent Contact Centre training initiatives including guidance of Supervisors and Peer Mentors assisting with New Hire training
  • Assists in the development of Quality Assurance Specialists and Peer Mentors by meeting monthly and regularly providing call calibration and training activities
  • Contributes to Contact Centre management meetings by preparing Quality trending and analysis reports along with recommendations and initiatives to enhance call quality
  • Involved with staff planning discussions as well as driving training and development activities
  • Maintains database on New Hires, terminations, resumes received, exit interview
  •  Plans and adheres to recruitment advertising budget
  • Complies with the company’s vision, fundamentals, policies and procedures
  • Performs other tasks as assigned by management

Management

  • Manages the Quality Control team, carries out performance appraisals and disciplinary actions, and coordinates the training and development of QA staff
  • Oversight of Respondent Contact Centre training initiatives including guidance of Supervisors and Peer Mentors assisting with New Hire training
  • Assists in the development of Quality Assurance Specialists and Peer Mentors by meeting monthly and regularly providing call calibration and training activities
  • Contributes to Contact Centre management meetings by preparing Quality trending and analysis reports along with recommendations and initiatives to enhance call quality
  • Involved with staff planning discussions as well as driving training and development activities
  • Maintains database on New Hires, terminations, resumes received, exit interview

Finance

  •  Plans and adheres to recruitment advertising budget 

Other

  • Complies with the company’s vision, fundamentals, policies and procedures
  • Performs other tasks as assigned by management

SKILLS 

  • Post-secondary completion in a related field and a minimum of three years’ related experience or equivalent combination of education and experience
  • Strong knowledge of adult education approaches and techniques as well as the building and preparation/presentation of training material
  • Knowledge of MS Office (Word, Excel, PowerPoint and Access), Publisher, Quantime, Dash I and CATI
  • Good interpersonal and listening skills, creating a positive learning environment within the call centre
  • Strong communication skills in order to effectively relay training material and ensure that staff are adequately trained as well as interact well with peers on-going incorporating feedback and suggestions into future training programs
  • Ability to operate a computer and related software (75% of the time), as well as a telephone, calculator, photocopier and printer
  • Analytical thinking skills required to make simple causal links in order to effectively develop training programs and materials (i.e. determine objective, content, format, schedules, etc.)

EFFORT 

  • Concentration and creativity required daily using sight, hearing and touch to operate a computer, develop and deliver training materials, listen to trainees, prepare/format documents, proofread, answer inquiries, evaluate effectiveness of training programs, etc.
  • Sits at desk for long periods of time daily, as well as stands and walks to perform the duties of the job

 

This job profile outlines the general nature of the job and the level of skill, effort, responsibility and working conditions required in order to perform the role at BBM Canada and its Sub-groups. This document provides a summary of job-related duties and is not intended to constitute a comprehensive analysis of all job duties or activities that may be requested or necessarily in the fulfilment of this role.

 

BBM Canada is committed to a diverse work environment and welcome inquiries from all qualified applicants.

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