• Job Description

  Req#: 169418

  Job Requisition Id: 169418
  Business Function: Business Transformation
  Primary City: Winnipeg
  Other Location(s):
  Province: Manitoba
  Employment Type: Full-Time
  Employment Status: Term
  Language Requirement: Bilingual Imperative (AAAA)
  Employee Class and Level: SL 04
  Number of Vacancies: 1
  Job Closing Date (MM/DD/YYYY): 06/27/2023
  

  All qualified candidates will be considered however preference will be given to Indigenous people (First Nations, Metis or Inuit) or persons with a disability. This is a special measure employment equity initiative and candidates from this group who wish to qualify for preferential consideration must self-identify.

  
  

  Job Description

  The Knowledge Improvement Specialist reports to the Manager, Commercial Service, and provides knowledge transfer expertise on CPC products and services, SERVE process and procedures, and quality programs and applications to the Commercial Service Network (CSN). Conducts needs analysis, plans delivery and management, and evaluates comprehensive training and communication materials and programs. Supports the professional development needs of staff, both telephony and field service representatives. Acts as the CSN expert for all questions related to products and services and consults with Head Office Marketing for product rulings outside the immediate scope of the job. Assesses all changes from the Change Management Team for the Commercial Service Network to ensure training materials and programs are modified and implemented.

  Job Responsibilities

  Below are the main job requirements and responsibilities for the Knowledge Improvement Specialist.

  • Develops, implements, and monitors a detailed and comprehensive knowledge transfer plan for Service professionals on the team. Designs surveys to determine training gaps, identify knowledge gaps, and develop training plans for the team. Coordinates, delivers and facilitates all training and orientation programs on products and services

  • Monitors the SERVE Team’s knowledge and understanding of Canada Post operations and their customers to develop one-on-one or group learning sessions.

  • Monitors the quality of team communications and SERVE Tool usage by monitoring live customer calls, by listening to recorded customer interactions and by reviewing CRM (Customer Relationship Management) cases.

  • Increases knowledge of the SERVE Team on Canada Post’s products and services by promoting the ‘Customer Value Proposition’ through automated self-help tools and Internet technologies to gain efficiencies for both the customer and Canada Post.

  • In conjunction with the Superintendent, Commercial Service, conducts needs analysis for all soft skills training required for all CSN professionals and shares the results with the Human Performance Management team.

  Job Responsibilities (continued)

  • Distributes all training materials to appropriate audience and monitors effectiveness through follow-up surveys to ensure knowledge transfer has taken place.

  • Reviews all proposed change management initiatives to assess impact on knowledge and skills of the Customer Service Network. Recommends appropriate training solution(s).

  • Answers all product specific knowledge questions from the CSN Telephony Team and works with Head Office Marketing team to facilitate resolution on any escalated issues, in addition, may handle escalated customer calls.

  • Keeps up-to-date with changes in postal products, services and regulations through self-study, successful completion of Canada Post Corporation National Sales and Service Training Programs, attendance at relevant seminars and courses, reading relevant publications, journals and periodicals.

  • Performs other related duties.

  Qualifications

  Education

  • Post-Secondary Degree/Diploma (Equivalent experience may be accepted in lieu of a Post-Secondary Degree/Diploma)

  Experience

  • Minimum 2 years’ experience working in commercial customer service and/or commercial sales in a call centre environment PLUS Minimum 2 years’ experience with Canada Post procedures and services
  • Working knowledge of Microsoft Office (i.e. understand the major features of each software application)

  Other Candidate Requirements

  • Not Applicable

  Assets

  • Not Applicable

  Other Information

  Priority will be given to APOC employees

  Safety Sensitive Positions
  This position may be considered a Safety Sensitive position and has additional requirements under Canada Post's Substance Use Policy.

  Employment Equity

  Canada Post will represent Canada’s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences. We are committed to employment equity and encourage applications from women, Indigenous People, persons with disabilities and visible minorities.
  
  Disability is defined as a persistent or episodic physical, sensory, or mental health condition and/or functional limitation. Disability includes both visible and hidden conditions and/or limitations that may impact vision, hearing, mobility, flexibility, dexterity, pain, learning, developmental, mental/psychological, and memory.

  Conflict of Interest
  The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

  Accommodation

  Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

  Important Message
  Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

  Our signature behaviours

  Make the call – We’re empowered to make decisions, respectfully challenge the status quo, and support others to do the same.
  Know the destination– We understand Canada Post’s strategy and goals and how we contribute to them, and we move forward with open minds when exploring new approaches. Deliver for others – We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.
  Ignite our pride– We play a role in making Canada stronger by celebrating who we are, the communities we service, and issues that matter.

  
  Our values
  Our Values have three dimensions: “We matter as individuals, We matter to one another, We matter to our country”
  TRUST
  I earn the trust placed in me every day, and I trust that my safety and well-being are everyone’s top priority.
  We do our best work when we trust each other.
  We value the trust Canadians have in us, and understand it is earned with every decision and interaction.
  RESPECT
  I understand respect is the foundation of a successful workplace.
  We respect each other as colleagues and treat each other as we would like to be treated.
  We respect our country and the communities we serve, and understand we have a responsibility to be a positive force for change.
  DELIVER
  I challenge myself to safely deliver every day because what I do matters.
  We are a network of people, united by what we accomplish and deliver together.
  Delivering a stronger Canada for Canadians is at the heart of what we do

• About the company

  Canada Post Corporation, trading as Canada Post, is a Crown corporation which functions as the primary postal operator in Canada.

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