Training and Education Supervisor File Reference Number: TR-17

• Supervises the E-Learning production team:
  • sets production priorities
  • assigns work
  • monitors performance
  • reviews and appraises work accomplishments
  • provides feedback on performance and coaching
  • interviews and selects staff as assigned.
  Monitors the work of direct reports when assigned to projects outside the unit and works closely with managers or team leaders to ensure that staff members achieve planned commitments. (35%)
• Leads the E-Learning team and works closely with all staff impacting and contributing to these products in all units, to set priorities, develop and implement plans and report on progress (e.g. Finance, Account Managers, Technology Solutions, Systems).
  
  Provides production and other reports for the E-Learning service.
  
  Monitors the needs of current and potential clients, as well as services in the marketplace. Ensures effective communication within the team (both inside and outside the unit) and evaluates the needs for staffing and resources.
  
  Evaluates and assesses work requirements, implements improved processes and solutions to ensure overall success of the program.
  
  With the Manager and team, evaluates potential enhancements for the service and implements development strategies for the E-Learning product line to ensure the viability and financial competitiveness of the service. (25%)
• Coordinates, assigns and monitors workload for members of the E-Learning production team to ensure that production levels and quality standards are maintained.
  
  Set targets, tracks and reports on key performance indicators for the service including work of the production team.
  
  Prepares performance appraisals for review and approval by the manager.
  
  Ensures that agreements with contractors are monitored, quality is evaluated and obligations are met.
  
  Acts as the main point of contact with CCOHS’ e-learning infrastructure partner. Ensures clear communication between CCOHS and the partner, ensures that agreed work is done by the partner in a timely manner, that financial transactions are handled expeditiously, and that any issues that may arise are dealt with to the satisfaction of both CCOHS and the partner.
  
  Develops and maintains specific client retention and acquisition programs. Ensures a high level of client satisfaction and retention by identifying and resolving client issues rapidly.
  
  Ensures that potential clients and opportunities (Request for Quotation) receive accurate and timely quotes, and that price lists and agreements are current and accurate.
  
  Trouble-shoots, provides advice and resolves client issues whether they arise through Finance, Account Managers or E-Learning production staff. (25%)
• Maintains a sound level of knowledge relating to the E-Learning service, including a sound knowledge of the service itself, the production processes, an understanding of quality assurance factors, knowledge to review and adjust contracts, billing and agreements as required.
  
  Ensures clear and effective communication for the E-Learning service to potential clients and current clients, which is accurate, timely and supports service priorities. (5%)
• Coordinates publication development and production. Develops and maintains schedules for the development of new publications. Ensures that resources are available and that publications are developed on schedule.
  
  Monitors publication inventory levels and determines when publications need to be reprinted. Develops and maintains schedules for updates to existing publications. Quality assures updated publications before reprinting. (5%)
• Other related duties, as required. (5%)

The position reports to the Manager, Training and Education Services Unit.

The position supervises all E-Learning production staff and leads the E-Learning team to develop comprehensive plans that meet strategic goals, monitors and reports on staff and team progress, improves processes, understands and resolves problems, ensures good communication with clients and potential clients, improves the performance of products and services to meet user needs.

The position also works closely with other members of the Training and Education Services Unit as well as many other Service Units to ensure that E-Learning priorities and plans are implemented. This includes fully engaging team members from outside the Unit such as Account Managers, Finance staff, etc.

The position also coordinates the production of new publications and schedules the updating and reprinting of existing publications.

The position may from time-to-time also become a member of, or lead a Project Team. Project Teams focus resources on the development and deployment of specific initiatives, which may be product, service or project-oriented. These teams have their own approved plans, goals and timelines.

The position:

• Contributes to the strategic design and development of the E-Learning service
• Ensures that plans are developed and implemented, and monthly updates are provided
• Supervises and coaches members of the E-Learning production team
• Coordinates and motivates the E-Learning team members including staff from other units to achieve strategic priorities: achieve production targets, improve processes, improve client service and retention, set and achieve sales goals, overcome work flow constraints and resolve problems, and improve the overall performance of the E-Learning service.
• Has a sound understanding of the E-Learning service including the benefits of the service for clients, the production processes and procedures, maintenance procedures, monitoring and reporting on production, quality assurance issues, pricing and client invoicing, monitoring and reporting on sales and leads, client communications and agreements.
• Has a sound understanding of adult learning principles.
• Has a good overall understanding of health and safety in Canada – trends, legislative framework, etc.
• Has excellent communication skills to ensure clear and accurate messaging and communication for audiences of the E-Learning Service (Employers, workers, labour unions, governments, etc.) including potential clients, contacts and contractors.
• Has excellent human relations skills to respond and negotiate issues that are escalated.
• Has a sound understanding of office and project management software, and ERP systems.
• Good familiarity with the resources and tools used by staff in the production of e-courses, e.g. Vubuild, Adobe Audition, etc.

The position:

• Demonstrates critical thinking such as how to translate goals for the E-Learning service from concepts and strategies into specific actions and plans for implementation.
• Understands and contributes to the strategy and goals of the E-Learning service, as well as the factors impacting the service such as compliance requirements, client needs, and competitor offerings.
• Assists staff members to troubleshoot client concerns and when requested, responds and resolves escalated issues directly.
• Recognizes opportunities to streamline processes and works with staff to improve processes.

The position is responsible for:

• Ensuring that strategic plans and priorities are developed for the E-Learning service, and that targets (production, client retention, sales) are set and goals are achieved.
• Ensuring that the E-Learning production staff receive sufficient training and support
• Ensuring that the E-Learning production staff are supervised, receive constructive feedback on performance and meet production targets.
• Ensuring that the E-Learning production staff receive a formal Performance Appraisal on an annual basis.
• Ensuring that the E-Learning team as a whole (including non-unit members) are fully engaged and work cooperatively together, including Account Managers, Communications, Finance, etc.
• Ensuring that client concerns (access, currency, completeness) are resolved and for maintaining positive relationships with all staff and managers
• Being the key contact with CCOHS’ e-learning infrastructure partner, and managing CCOHS’ relationship with the partner
• Managing existing relationships with other external organizations
• Actively contributing to product design and development and strategy, and for continuous improvement of processes.
• Quality and currency of the E-Learning products.
• Quality and currency of the Publications.

Physical Effort: The position works at a computer for the majority of the work day using the keyboard and mouse, to read and reply to e-mail, prepare reports, review information, etc.) The work is interspersed with non-computer based activity such as reading, thinking, meeting with staff. The position has some control to get up, stretch and walk on a regular basis.

Physical Environment: The position works at a computer for the majority of the work day using the keyboard and mouse, and the workstation is ergonomically set up.

Sensory Attention: The position must listen attentively to staff and clients to understand and resolve issues, including listening to telephone calls. The position must develop and review plans, schedules, and many other reports for production and workload distribution, and may review work from time to time to evaluate quality performance. The position contributes to setting targets including revenue and expense reports.

Mental Stress: There is pressure to ensure that the E-Learning production team meets production deadlines, and stress in coaching and dealing with sensitivities around discussing staff performance, attendance and other personnel issues normal to supervision of staff. There can be stress in having to be the person that deals with unhappy clients that this position handles when issues are escalated. There is a potential for mental stress for being the person responsible for distributing workloads to staff, and for having to handle conflicting priorities.

A minimum of post-secondary education specializing in Occupational Health and Safety or the equivalent.

Strong human relations skills and experience with supervising employees and leading teams in a multi-disciplinary environment required.

Ability to manage and lead a team, develop production schedules and direct work flow in a dynamic environment.

Strong communication skills, oral and written.

Strong organizational skills with excellent attention to detail.

Sound knowledge of CCOHS’ E-Learning products and their features, pricing and functionality, including awareness of competitor products and differentiation of the service.

Sound understanding of office and project management software, and ERP systems, as well as familiarity with the resources and tools used by staff in the production of E-Learning products - e.g. Vubuild, Adobe Audition

The ability to communicate in both official languages is an asset.