Learning and Development Specialist

Learning and Development Specialist

$63,060 - $73,000

Reporting directly to the Manager, Business Solutions, the Learning & Development Specialist is responsible for the design, development, delivery, and continuous improvement of training programs that support Ontario One Call’s Service Delivery and Business Solutions functions, enhancing operational effectiveness, service quality, and system adoption.

This role partners closely with Support Services, Business Solutions, and related teams to translate business processes, system enhancements, and service requirements into effective, targeted learning solutions. The Specialist plays a key role in supporting employee development and change initiatives through structured onboarding, up‑training, and ongoing capability building initiatives within Service Delivery.

This position is based out of Ontario One Call’s head office at 104 Cooper Drive, Guelph, with a hybrid work model.

• Support implementation of system changes, process improvements, and service enhancements through:
• Active participation and collaboration on new technology/process design
• Testing new technology/processes
• Targeted training initiatives
• Design, develop, and maintain engaging training programs and materials for Service Delivery and Business Solutions teams, including new hire onboarding, new system/processes, and up‑training initiatives
• Apply adult learning principles and instructional design methodologies to support diverse learning styles
• Ensure all training content is current, aligned with operational standards, and reflects evolving service and system requirements
• Contribute to individual development and performance improvement initiatives within Service Delivery teams

• Deliver instructor‑led and virtual training sessions for new hires and ongoing development within Service Delivery teams
• Facilitate engaging learning experiences utilizing a variety of teaching/learning techniques that promote participation, comprehension, and knowledge retention
• Support onboarding programs and continuous up‑training initiatives aligned with operational priorities
• Provide training support during peak periods, including back‑to‑back sessions where required

• Partner with Operations, Business Solutions, QA, and leadership within Service Delivery to identify training priorities and align programs to business needs
• Assess skill levels, performance gaps, and training needs within Service Delivery and Business Solutions teams to inform learning priorities
• Evaluate training effectiveness through feedback, assessments, and performance outcomes
• Identify opportunities to enhance service delivery, quality, and efficiency through targeted learning interventions
• Maintain a continuous improvement mindset, incorporating feedback (both internal and external stakeholder) and best practices into training programs

• Maintain and update training materials, documentation, and learning resources specific to Service Delivery and Business Solutions
• Utilize new or evolving platforms as well as expanding AI technology for the purposes of creating and maintaining knowledge records, creating and managing training and evaluation methodologies.
• Track and monitor training participation, completion, and outcomes. Prepare reports for leadership as required.
• Support the coordination and scheduling of training activities
• Perform other related duties as assigned