Learning & Development Specialist, Contact Center

• Facilitate and maintain learning experiences. You will plan and deliver onboarding, refresher, and ad hoc training sessions for Contact Centre teams, ensuring all content is accurate, up to date, and aligned with Scene+’s processes, policies, and systems. You will tailor sessions to different learner needs and experience levels, supporting consistent knowledge transfer and confident execution in a fast-paced environment. You will manage and continuously update e-learning modules, quick reference guides, and simulations to respond rapidly to emerging trends and performance gaps.
• Own and evolve training content and documentation. You will act as the administrator for our internal knowledge base articles, ensuring rapid, accurate updates for changes in partner programs and new products. You will own and continuously update training materials and supporting documentation to reflect new initiatives, process changes, system enhancements, and policy updates. You will ensure content is clear, accessible, and easy to apply in real customer interactions, reinforcing accuracy and consistency across teams.
• Reinforce learning through structured, ongoing engagement. You will develop monthly learning themes, quizzes, and interactive activities designed to reinforce key concepts, promote knowledge retention, and encourage active participation. You will use varied learning formats to maintain engagement and support continuous development beyond formal training sessions.
• Ensure alignment across internal and external training partners. You will collaborate with internal and external stakeholders to ensure training content is consistent, up to date, and aligned with Scene+ standards and priorities. You will act as a central point of coordination, ensuring changes are communicated clearly and implemented effectively.
• Measure effectiveness and drive continuous improvement. You will monitor training outcomes, collect feedback from learners and stakeholders, and analyze insights to identify gaps and opportunities for improvement. You will continuously refine training approaches and materials to enhance the learner experience and support measurable performance outcomes.
• Support learners before, during, and after training. You will provide ongoing learner support by answering questions, clarifying content, and reinforcing key messages during and after training sessions. You will ensure participants feel confident applying what they have learned, resulting in improved performance and customer satisfaction.

• The experience. You have progressive experience in Learning & Development or Training, including delivering onboarding, refresher, and ad hoc training in fast-paced, frontline or Contact Centre environments. You understand how to translate processes, policies, and system changes into clear, practical training that supports accuracy, consistency, and confidence in day-to-day execution. You are confident leading training sessions for diverse audiences and learning styles. You can simplify complex information, respond effectively to learner questions, and provide ongoing support during and after training.
• The practical knowledge. You have applied knowledge of adult learning principles and training best practices. You have a proven ability to create and adapt training content (e.g., presentations, job aids, e-learning modules) that supports learning objectives. You have experience in maintaining Knowledge Base content and training documentation, such as e-learning modules/job aids. Ideally, you have experience supporting contact centres or customer service environments.
• The communication expertise. You have exceptional verbal, written, and presentation skills. You can present processes and policies clearly and easily for learners. You can build trusting and influential relationships with internal teams, external partners, and service providers. You have the confidence and open-minded approach to gather feedback and use it to improve training delivery.
• The continuous improvement and learner-focused mindset. You can manage multiple inputs, balance priorities, and act as a reliable point of connection across teams. You are detail-oriented and disciplined in ensuring content remains accurate, current, and aligned with evolving processes, policies, and systems. You value feedback and use data, learner insights, and performance outcomes to refine training experiences. You are motivated by helping others succeed and constantly seek ways to improve engagement, knowledge retention, and the overall learner experience.
• The technical skills. You are highly proficient with Learning Management Systems, e-learning tools (e.g., Articulate), and Microsoft Office Suite.

• Member Focus: We prioritize the needs and experiences of our members in everything we do.
• Teamwork: We believe in the power of collaboration and working together to achieve our goals.
• Continuous Improvement: We strive for excellence by constantly seeking ways to improve and innovate.
• Integrity: We uphold the highest standards of honesty and transparency in our actions.
• Results Driven: We are committed to achieving outstanding outcomes and delivering value.
• Passion: We are passionate about our work and dedicated to making a positive impact.

• A virtual interview with a Talent Advisor discussing your interest in the role and the company. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A virtual panel interview with the HRBP, Scene+ and the Learning & Development Manager, Cineplex. This is an opportunity to learn more about the role and the day to day responsibilities.
• An interview with the Director of Member Services to further explore your experience and how it aligns with the role.
• A final interview with the VP Digital Products & Channels to ask and answer questions about how this role fits into the long term learning goals and growth strategy of Scene+.

Scene+