STATUS: Permanent

JOB POSTING NUMBER: 1611

POSTING PERIOD: Indeterminate

SALARY: from $73,170.41 to $96,247.61 / year

SCHEDULE: 33.75 hours per week, DAY

WORKING MODE: Hybrid

WORK LOCATION: 1333 BOUL CHOMEDEY Laval H7V 3Y1

The challenges that await you

You advise and support the team in the citizen relations division regarding all operational activities. In this capacity, you are responsible for the design, dissemination, and facilitation of training programs (initial and ongoing) as well as the drafting of procedures and working documents for the 311 service. You implement all necessary means to ensure that the information is well understood by the staff assigned to respond to citizens. You ensure coordination with various City services for updating articles in the corporate information database (BDi) and ensure dissemination to employees in the division. Additionally, you collaborate with the management team to review the content of written responses. You develop and create solutions and new content and undertake the necessary steps to disseminate any updates. You collaborate on the updating, reviewing, and continuous improvement of the CRM-RÉSO tool with the governance team.

More specifically, your main responsibilities will include:

• Develop, facilitate, and disseminate initial and ongoing training programs related to the Service's activities, update training materials and documents;
• Utilize various training tools and platforms to promote optimal learning, develop innovative training practices;
• Support employees in training and integration and assist the management team by identifying performance gaps and proposing supplementary training;
• Participate in improving productivity and performance as well as the quality of services offered and ensure monitoring of best practices in training and skills development;
• Design, develop, and review processes, methods, procedures, and implement measures to improve and optimize the effectiveness and efficiency of activities;
• Participate, in collaboration with Services and the RÉSO team, in the review and drafting of articles for the Information Bank (BDi).

The ideal profile for us

• Hold a bachelor's degree in education science, documentation techniques (DEC/BAC) / Information management or any other relevant bachelor's degree for the position;
• Have six (6) years of experience in designing, disseminating, and facilitating training in a contact center;
• Experience in andragogical training is an asset;
• Knowledge of various digital learning platforms such as LMS (Learning Management System).

Skills

• Ability to convey information
• Ability to develop others
• Persuasion
• Client orientation
• Interpersonal communications
• Ability to organize/orchestrate
• Technical/professional skills

The benefits of being part of our team

Choosing the City of Laval means working for the third largest city in Quebec on diverse and stimulating mandates. It also offers the possibility to grow within a human, committed team that enjoys working in a pleasant environment.

For this position, we offer competitive working conditions and social benefits:

• Hybrid working mode, according to operational needs.
• 3 weeks of annual vacation (pro-rated for the months worked in the first year);
• 16.5 public holidays per year including several days off during the holiday season;
• 3 weeks of paid sick days at the beginning of the year;
• Comprehensive group insurance package;
• Defined benefit pension plan;
• Daytime work schedule allowing for work-life balance (occasional evening or weekend availability may be required);
• Work location easily accessible with free parking;
• Employee Assistance Program (EAP);
• Possibility to accumulate overtime;
• Priority access to a CPE daycare.

Only candidates meeting the requirements will be contacted.

The City of Laval is committed to promoting an inclusive and equitable work environment as part of its employment equity program. It recognizes and values diversity in all its forms and invites women, visible and ethnic minorities, Indigenous peoples, and persons with disabilities to apply.

If you require special accommodations to participate in the selection process, please let us know as soon as you receive your invitation.