Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started!- Amazing organizations don't just happen!Vision, strategy and innovation come to life through execution.- Help create the future of our growing company, where our diverse talent and culture provide the competitive advantage to help Bill Gosling Outsourcing and its flock win big.The Facilitator provides a warm and welcoming environment to our new hires through facilitation of both corporate and client specific training. Leveraging their expertise, they are required to enhance the learning experience by design/develop/update training material including Computer-Based Training applicable to their portfolios. Aligning with our core value of Never Satisfied- actively participate in continuous improvement ideas and suggestions to their branch Manager, Learning and Development.You will:- Create presentation and training material involving the design, layout and content development for in-person, remote and Computer-Based Training modules.- Facilitate classroom training with new hires- Interact positively with members of all seniority across the business to help problem solve and foster our culture in a fast-paced environment where training is a value-added focus.- Work with Subject Matter Experts, Management and others to create training objectives, material and content.- Learn new knowledge, software and innovate while collaborating with others.- Creating testing questions and designing systems and/or tools to measure and report on the effectiveness of training.- Up to 20% of this position can include training team members on a variety of topics including applicable government regulations, Company strategies, systems, policies, procedures, practices, leadership, soft skills, software, train the trainer and more.- Work with the global training team to help enhance their capabilities, champion best practices and support functional trainers as part of our vision of training as a Center of Excellence.- Provide feedback on training experiences (i.e. collate and analyze data evaluating our efforts) and feedback on trainee performance (i.e. provide feedback on participants who are excelling, performing and/or struggling)- Train new staff on applicable government regulations and Company strategies, systems, policies, procedures, and practices- Review or delegate job specific training conducted by Managing Coach or appointed delegate who has the skills and ability required.- Develop and implement new training methodologies, procedures, and materials- Recommend deployment of new staff during the training process- Complete random audits on client portfolios and recorded calls on specific agents and/or trace agents, and review results with the appropriate MC or senior management- Assist the Managing Coach in completing file and performance reviews and conduct training and coaching- Notify the appropriate MC or senior management of any malpractice by an agent or trace agent, as identified in the audit process, so that training or disciplinary action may be undertaken as is appropriate- Assist team members by answer questions and providing support on calls- Champion company core values and other company programs- Other duties as assignedEducationCertificate in adult education or equivalent experience.College Diploma or University Degree in designated field, would be an assetExperienceMinimum 6 months facilitation experience (or equivalent) plus 2 years successful management experience in a training function, or equivalent experience at Bill Gosling or elsewhere.Demonstrated experience in Leadership, innovation and an understanding of adult learning principles and technology, preferred but not requiredCertificates, Licenses, & Registration:There are no personal certification, licensing, or registration requirements for this job- WHY WORK WITH US- Growing Costa Rica site - be part of our growth-- State of the art call center based in El Cafetal in La Ribera de Belen-- Casual Dress code-- People Development programs-- Amazing work culture where you can learn and grow-- Asociacion Solidarista-- Birthday day off (paid)-- Marriage Leave (3 days paid)-- Bereavement Leave (3 days paid)-- Free counseling sessions-- Point to point transportation- WHO ARE WE- Bill Gosling Outsourcing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. With over 60 years in the call centre industry, we have the technology and resources to help our clients get their brand where it needs to be and grow their business.- WHERE ARE WE- We have offices across the Globe - Canada (Newmarket, Ontario; London, Ontario; Montreal, Quebec); U
