Training and Design Specialist – Shaw

What we do at Shaw matters – in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role
As our Wireless Training and Design Specialist, your role is to facilitate the delivery and execution of effective, dynamic and meaningful training tools and resources for our contact centre teams. The Training Specialist will teach foundational skills to new hires, as well as support ongoing development for existing employees in varying roles within the team. Working closely with the leadership team you will help identify and evaluate opportunities to create, adapt, deliver and maximize employee knowledge growth and enhance their skill sets.

A typical day
You will…

• Facilitate, present and deliver core training programs to contact centre audiences using a variety of delivery methods – face to face, webinar, video etc; to support the development of knowledge and skills
• Partner with contact centre leadership to evaluate and deliver required training interventions
• Effectively design, develop and maintain site specific curriculum and training materials
• Partner with the Wireless learning team to stay up to date on material changes and ongoing training delivery support
• Prime, develop and execute special projects and programs related to training and development in the local environment
• Compile applicable participant evaluations, assignments and attendance
• Leverage the learning management system to measure, track and report training participation rates
• Stay abreast of trends and developments in the training field and share learned information with team members

Your skills/experience
• 1 – 3 years contact centre leadership or equivalent team leadership experience
• 2 – 5 years of experience facilitating, coaching and developing training within a sales or service environment
• Superior presentation, facilitation and coaching skills
• Experience and savvy with wireless devices and applications
• Ability to partner with management and leadership team members to establish goals, diagnose problems, determine tactical plans, and skills competencies to overcome challenges
• Excellent interpersonal, verbal and written communication skills
• Demonstrated experience in product showcasing, sales and simplifying complex information for different audiences
• Customer centric and responsive with high sense of urgency in meeting timelines
• Strong interpersonal and relationship management skills
• Goal oriented with the ability to work in a fast paced, ambiguous and rapidly changing environment
• A positive, “can-do” attitude and customer focused approach that will enable you to deal with challenging situations with integrity, empathy and sincerity

Other details
• This position requires the successful completion of a criminal and credit background check.
• This position is open to Toronto, Victoria, Vancouver or Mississauga.

Posting closing date:September 24, 2021

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

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We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.

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Our industry and COVID-19

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