Operations Skills Training Supervisor - TFT Do you thrive in a fast-paced environment where coaching, collaboration and continuous improvement are key to success? We are looking for an Operations Skills Training Supervisor to provide leadership, development and operational oversight to a team of Training Specialists and learners. Reporting to the Manager, Operations Quality and Skills Development, you will play a key role in supporting the delivery of training programs across our Emergency Communications Centres (ECCs).

In this role, you will lead and develop Training Specialists, with a strong focus on helping trainers build and maintain the knowledge, confidence, capability and consistency required to successfully deliver training programs. You will provide coaching and feedback, identify development needs and support Training Specialists in achieving and maintaining mastery in their role. You will also provide support and guidance during classroom training, identify learner and performance trends, and help ensure training programs meet the evolving needs of Operations.

You will work closely with the PSI team, operational leaders and internal partners to translate operational requirements into effective training delivery, while providing feedback and recommendations based on observations and trends identified through training. You will understand the broader operational, financial and organizational impacts of your decisions and balance training needs with responsible and sustainable use of organizational resources. At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

Provides leadership and direction to Training Specialists, ensuring a consistent and effective approach to training delivery across Operations and the Emergency Communications Centres (ECCs). Coaches, mentors and develops Training Specialists, providing ongoing feedback,



establishing performance expectations and identifying opportunities for professional development and growth. Provides leadership and support to learners during classroom training, including addressing learner concerns, resolving issues and supporting Training Specialists with challenging or complex situations.

Supports Training

Specialists in achieving and maintaining mastery in their role by identifying development needs, strengthening training delivery skills, and promoting consistency in the delivery of training programs. Participates in the hiring, training and scheduling of regular and acting Training Specialists to support classroom training, pre-technical work and technical training delivery. Works collaboratively with the Manager and internal partners to maintain the annual training calendar and delivery strategy, including coordinating participants, facilities, resources and other training logistics.

Partners with operational teams to identify performance trends and training needs, using data, quality standards, research and feedback from operational leaders and internal partners to inform recommendations and improve training effectiveness. Participates in the review and evaluation of training design, processes and procedures; identifies opportunities for continuous improvement and supports the implementation of approved changes. Develops and conducts reporting and analysis on classroom training effectiveness, using results and feedback to identify trends, measure success and recommend improvements.

Provides on-site support to Training Specialists during classroom delivery,



troubleshooting issues and responding to learner and operational concerns as they arise. Works closely with PSI and operational leadership to translate operational requirements into effective training delivery, providing feedback and recommendations based on observations Supports or delivers elements of training programs across the Emergency Communications Centres, including classroom instruction, peer learning sessions and leadership training workshops. Provides cross-functional supervisory coverage and support for other Operations, Quality and Skills Coaching functions as required.

High School diploma supplemented by courses in learning and development, supervision and coaching, plus three to five years experience involving leadership, coaching, mentoring, training and/or employee development; Post-secondary education or certifications in adult learning, learning management, project management, human resources or coaching is considered a strong asset.

Experience leading and developing employees in a training, coaching or contact centre environment.

Experience identifying performance trends and using data, feedback and analysis to support training or process improvements. Demonstrated ability to work effectively in a challenging and dynamic environment, manage competing priorities and make sound decisions.

Experience working in a unionized and/or regulatory workplace is considered an asset. Knowledge of Emergency Communications Centre operations, policies, procedures and technology is considered an asset.

Temporary Full

Time for 12 Months Hours of work: Monday to Friday, 40 hours per week Management 1 (M1) | $43.26 to $54.07 hourly; $Department: Training / Operations Training Centre We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.

📌 Operations Skills Training Supervisor - TFT (Calgary)
🏢 Hiringplatform
📍 Calgary