About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
• We offer flexible work policies that allow a healthy balance between personal and professional life.
• We invest in the development of our employees through training and growth opportunities .
• We foster an environment where every voice is heard and valued.

The Opportunity

This position works out of our Mississauga location in the Diabetes Care division. We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.

The Contact Centre Performance Excellence Trainer will be responsible for the creation and support of all training processes and supporting materials. They will also be responsible for the facilitation and train the trainer sessions of all training initiatives impacting the contact centres both internal and for outsourced partners.

What You’ll Do

• Deliver an effective training process and supporting materials to create both immediate and long-term measurable results.
• Train agents to handle difficult or escalated customer issues, ensuring concerns are resolved in attempt to retain their business.
• Coach to performance, attendance and behavioral challenges in the classroom in coordination with manager as required.
• Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes company strategies.
• Provide training on empowerment and negotiation skills to ensure learnersActively promote software quality.
• Maintain training programs including components such as procedures, standards of performance, measurement system, performance evaluation and best practices with a focus on improving the skill sets and knowledge of employees and external partners .
• Manage and consistently update all knowledge based systems such as Allego and FAQ’s.
• Develop or oversee the production of classroom handouts, instructional materials, aids and manuals pertaining to escalations and retention.
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior based on corporate retention objectives.
• Periodically evaluate ongoing programs to ensure that they reflect any changes.
• Host train-the-trainer sessions for outsourced partners and subject matter experts.
• Co-ordinate and deliver both “classroom-style” and “on the phone” training sessions
• Solve organization problems.

Required Qualifications

• Bachelors Degree.
• Minimum of 7 years of experience within a Call Centre environment.
• Minimum of 3 years of experience facilitating in a classroom/virtual training setting.
• Minimum of 3 years of experience in curriculum design with a focus on Adult Learning principles.
• Proven ability to complete full training cycle ( assess needs, plan, develop, coordinate, monitor and evaluate).
• Ability to analyze and identify performance barriers and make recommendations to rectify.
• Familiarity with traditional and modern training methods, tools and techniques.
• Candidate needs to have exceptional verbal, written, presentation and interpersonal skills.
• Well-developed facilitation skills with the ability to adjust training style to match various learning styles.
• Excellent multi-tasking, organization and time management skills.
• Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively.
• Intermediate knowledge of MS Office.

Preferred Qualifications

• Proven experience within a contact centre environment.
• Highly experienced with customer experience and able to effectively manage multiple tasks concurrently.
• Experienced with call center technology, specifically Five9.
• Intermediate proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
• Experience with e-learning platforms.
• Certification in Adult Education is a strong asset.
• Must be Bilingual ( English and French).

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.