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!

We provide career opportunities in Customer Service & Collections, with various shifts and full time hours in our state-of-the-art call center. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth.

WHAT YOU WILL DO:

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.

• 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.
• Design and maintain training infrastructure including Workday learning Environment, SCORM-based training modules and SharePoint, and Articulate Suite. Experience with these tools are an asset to candidates
• 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 assigned

• ABOUT YOU

• You have demonstrated proficiency in MS Office
• You have a College Diploma or University Degree in a related field (an asset but not required)
• You have strong communication skills (written/oral) as well as presentation to members of management as required
• You demonstrate teamwork, open communication and the ability to give and receive constructive feedback.
• You are never satisfied and demonstrate a winning attitude striving for success and productivity
• You take initiative to share or apply best practices in order to improve personal performance and customer experience
• You are fun and energetic and are engaged at all levels
• You are creative and innovative in your approach and always look for better ways to get things done

WHY WORK WITH US

• We offer a competitive salary for your work experience
• Life Insurance and Health Benefits available
• Ongoing training / personal development
• Amazing work culture where you can learn and grow

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 center 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 – North America (Barrie, Ontario; London, Ontario; Montreal, Quebec); USA (Hampton, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK – please visit our website for additional information

CHECK US OUT FOR YOURSELF

Instagram: @bgocareers

Facebook & LinkedIn: @BillGoslingOutsourcing

Website – https://www.billgosling.com/careers