Bilingual Flex Learning Specialist

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Flex Learning Specialist based in Canada.** This dynamic role combines customer service expertise with learning and development responsibilities in a flexible, fast-paced environment. You’ll alternate between supporting customers directly and designing, facilitating, and delivering training for customer service teams. As a Learning Specialist, you’ll help new and existing agents build the knowledge, skills, and confidence needed to meet performance and service expectations. You’ll facilitate engaging learning experiences through classroom, virtual, group, self-directed, coaching, and mentoring approaches. The role also involves supervising training groups, monitoring progress, providing feedback, and addressing performance or attendance concerns. When training assignments conclude, you’ll return to customer service responsibilities, providing support across phone, email, and chat channels. This is an ideal opportunity for an adaptable bilingual professional who enjoys developing people while remaining closely connected to customer operations. ### Accountabilities - Plan, prepare, and deliver soft-skills and product training for customer service agents supporting one or more client programs, using learner-led instruction, group activities, self-directed learning, and other appropriate methodologies. - Facilitate engaging training sessions that encourage active participation while ensuring learners develop the skills required to meet operational, quality, and performance expectations. - Supervise training groups of approximately 14–30 agents throughout programs that may range from several days to multiple weeks. - Provide individual mentoring, coaching, constructive feedback, and on-the-job support to help learners successfully transition into customer-facing roles. - Administer assessments, quizzes, testing, and other evaluation activities to monitor learner performance and identify development needs. - Track attendance, adherence, performance, behavioral concerns, and training progress, escalating issues to management or HR when appropriate. - Prepare training reports and maintain accurate records covering classroom progress, individual performance, training needs, and other requested metrics. - Review training materials, manuals, job aids, assessments, and learning resources for accuracy and effectiveness, providing improvement feedback when required. - Maintain effective physical or virtual training environments, including basic PC configurations, connectivity, audiovisual equipment, and other learning tools. - Communicate professionally with leaders, support teams, and client representatives in both English and French. - Support corporate learning initiatives and complete all required client, learning, and compliance certifications. - When working as a Customer Service Agent, respond to customer inquiries, resolve complaints and issues, document interactions, collaborate on escalations, and maintain strong service and performance standards. - Meet individual customer service goals related to response times, customer satisfaction, quality, and other operational metrics. - Adapt between learning and customer service responsibilities based on business and training requirements, maintaining good standing in both functions. ## Requirements - Fluency in both **English and French**, including the ability to handle customer interactions and provide administrative and operational support in both languages. - An associate degree is preferred but not required. - Approximately two years of experience in training, teaching, coaching, mentoring, or a combination of contact-center experience and learning/development responsibilities is preferred. - Strong facilitation, presentation, communication, coaching, leadership, and interpersonal skills, with the ability to engage and motivate groups effectively. - Passion for learning and development, with a genuine interest in helping others improve their skills and performance. - Ability to analyze and interpret data to inform learning experiences and track performance. - Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Word. - Strong computer literacy and software navigation skills, including the ability to troubleshoot basic technical issues. - Excellent organizational and time-management skills, with the ability to prioritize administrative and training activities while meeting deadlines. - Creativity and innovation in developing or facilitating learning solutions, combined with a continuous-improvement mindset. - Ability to remain adaptable, positive, and effective in a fast-paced environment with changing priorities and schedules. - Strong ownership, accountability, initiative, and problem-solving skills, with the confidence to escalate issues and drive timely resolutions. - Ability to collaborate effectively with multiple departments and stakeholders. - Willingness to work flexible schedules, including days, evenings, nights, and weekends, depending on training requirements or coverage needs. - Ability and willingness to travel up to approximately 25%. - Ability to meet applicable facilitator certification requirements. - Current employees transitioning into the dual role must meet applicable performance and attendance standards, including a 90% schedule-adherence requirement and good standing. ## Benefits - Fully remote opportunity available across Canada. - Flexible work environment with varied training schedules and opportunities to support different programs. - Career development and continuous learning opportunities across customer service and learning functions. - Opportunity to develop valuable training, coaching, facilitation, leadership, and customer experience expertise. - Exposure to diverse client programs, products, learning environments, and customer interactions. - Opportunity to contribute to employee development while remaining connected to frontline customer operations. - Inclusive and collaborative work environment focused on creativity, connection, and professional growth. - Use of modern learning, customer service, and technology tools to support operational performance. - Employment is subject to successful completion of a criminal background check covering criminal activity in areas of residence during the previous seven years.