Instructional Designer, Contact Centre

Job Summary

In this position, your primary responsibilities involve crafting and delivering comprehensive instructional design and training materials for new hires and existing team members. Your overarching goal is to guarantee that every agent delivers accurate information to customers and passengers, effectively while adhering to Porter’s vigorous quality standards of service. You will actively manage and update all coaching and training content, ensuring that our intranet site reflects the latest and most pertinent information.

You will use various design platforms to deliver content. You will need to demonstrate proficiency with Google Docs, Articulate and animated instructional videos (doodly, Animaker, Powtoon, etc)

The ideal candidate will be able to embrace change and champion our strategic objectives, working collaboratively with operational and project teams throughout the organization. You will play a pivotal role in our continuous improvement and service excellence efforts.

The effectiveness of your work will be measured via Agent Satisfaction scores, CSAT, AHT and First Contact Resolution scores.

Duties & Responsibilities

• Instructional Design:
• Utilize various platforms to create dynamic e-learning modules, incorporating clear and concise language.
• Craft and update cutting-edge training manuals with a focus on animation.
• Proactively identify opportunities to enhance the delivery of training.
• Innovate new hire training through the development of animated instructional materials.
• Develop captivating instructor-led and self-study modules, leveraging animation for upskill training programs.
• Design and update job aids tailored for the Contact Centre, optimizing learning support.
• Serve as the subject matter expert (SME) for instructional design capabilities.
• Collaborate with stakeholders to gather requirements for future training needs, spanning workshops, job aids, online modules, and more.
• On-Going Up-skill Training
• Deliver upskill training for all employees on changes and new initiatives.
• Communication
• Maintain information in our knowledge base and centralize information in one location.
• Create communication according to our standard operating procedures for all Contact Centre team members.
• Be the “in the know” for all ongoing initiatives across the contact centre.
• Understand the impact of multiple changes and communicate complex information and data in plain language.
• Quality Assurance
• Conduct calibration sessions for passenger interactions.
• Participate in developing contact standards and ensuring continuous refinement and adherence to standards.
• Participate in quality-related activities such as reporting issues, requirements documentation, and rolling out changes when necessary.
• Generate reports and collect and compile data for quality initiatives.
• Other
• Participate in Continuous Improvement initiatives as required.
• Participate in recruitment as required.
• Other duties and responsibilities may be added and/or removed as business needs change.
• Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.
  

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
  
  

Qualifications

• Proficient in all Google Office products including Gmail.
• Ability to effectively communicate and teach concepts through virtual training.
• Strong knowledge of LMS and/or eLearning-based instructional design is preferred.
• Proficient in video editing, 2D or 3D animation.
• Proficient in MS product suite.
• Experience with e-learning tools such as Articulate or others.
• Positive customer-focused attitude, excellent organizational skills, and attention to detail.
• Strong written and verbal communication skills and grammatical accuracy are a must.
• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment.
  
  

Location

Toronto (250 Yonge Street)

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.