TELUS Digital
Overview
Temporary Learning Services Specialist role at TELUS Digital. This position is temporary with an anticipated length of up to 90 days, though this timeframe may be extended or reduced based on business needs. The Learning Services Specialist plays a crucial role in overseeing and administering training programs to ensure high levels of performance in a growing call center. This role requires leadership, instructional design, and project management to develop and deliver effective training solutions that drive operational excellence and team member growth. Responsibilities
Oversee and administer various training programs, including new hire and recurrent training initiatives Design, organize, and present course materials ensuring all training programs run smoothly and effectively Work with Leadership team and clients to identify training needs and review training material and processes Schedule and coordinate multiple, simultaneous training sessions Mentor program/campaign trainers to develop effective classroom training skills Maintain current knowledge of product updates and process changes to ensure training relevance Schedule training classes and manage training calendar efficiently Participate in Human Resources and company committees Implement recommended improvements to training programs Participate in agent level selection processes Perform other duties as assigned, including taking front line customer calls on a set schedule each month Maintain training documentation and materials Track and report on training effectiveness metrics Qualifications
Minimum of 1 year of previous adult training/education experience Demonstrable leadership experience with ability to coach, develop, and drive performance High School Diploma or equivalent (secondary education preferred) Flexibility to work various schedules in a 24/7 environment Ability to successfully complete a background check and employment verification Technical Skills
Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint) Ability to learn and adapt to new training technologies and platforms Communication & Presentation
Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner Effective communication skills with team members and managers at all levels Strong active listening skills and ability to provide constructive feedback Project Management & Organization
Strong project management skills Excellent organizational and time management skills Ability to manage multiple priorities and deadlines Proven success in complex work environments Attention to detail and accuracy in documentation Professional Attributes
Ability to work independently in a dynamic, fast-paced atmosphere Strong commitment to maintaining confidentiality Self-motivated with passion for continuous improvement Adaptability to change and comfort with ambiguity Strong work ethic and professional demeanor Demonstrated ability to work with diverse personalities Resilience and patience in challenging situations Leadership & Coaching
Proven ability to coach and develop others Strong mentoring and feedback skills Ability to identify and nurture talent Experience in performance management and development Preferred Experience
1+ year of call center experience or equivalent 1+ years experience managing a team or equivalent Post secondary education preferred TELUS Values
We passionately put our customers and communities first We embrace changes and innovate courageously We grow together through spirited teamwork Language
English EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world\'s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. Equal Opportunity Employer: TELUS Digital is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All employment decisions are based on qualifications, merits, competence and performance without regard to characteristics related to diversity.
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Temporary Learning Services Specialist role at TELUS Digital. This position is temporary with an anticipated length of up to 90 days, though this timeframe may be extended or reduced based on business needs. The Learning Services Specialist plays a crucial role in overseeing and administering training programs to ensure high levels of performance in a growing call center. This role requires leadership, instructional design, and project management to develop and deliver effective training solutions that drive operational excellence and team member growth. Responsibilities
Oversee and administer various training programs, including new hire and recurrent training initiatives Design, organize, and present course materials ensuring all training programs run smoothly and effectively Work with Leadership team and clients to identify training needs and review training material and processes Schedule and coordinate multiple, simultaneous training sessions Mentor program/campaign trainers to develop effective classroom training skills Maintain current knowledge of product updates and process changes to ensure training relevance Schedule training classes and manage training calendar efficiently Participate in Human Resources and company committees Implement recommended improvements to training programs Participate in agent level selection processes Perform other duties as assigned, including taking front line customer calls on a set schedule each month Maintain training documentation and materials Track and report on training effectiveness metrics Qualifications
Minimum of 1 year of previous adult training/education experience Demonstrable leadership experience with ability to coach, develop, and drive performance High School Diploma or equivalent (secondary education preferred) Flexibility to work various schedules in a 24/7 environment Ability to successfully complete a background check and employment verification Technical Skills
Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint) Ability to learn and adapt to new training technologies and platforms Communication & Presentation
Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner Effective communication skills with team members and managers at all levels Strong active listening skills and ability to provide constructive feedback Project Management & Organization
Strong project management skills Excellent organizational and time management skills Ability to manage multiple priorities and deadlines Proven success in complex work environments Attention to detail and accuracy in documentation Professional Attributes
Ability to work independently in a dynamic, fast-paced atmosphere Strong commitment to maintaining confidentiality Self-motivated with passion for continuous improvement Adaptability to change and comfort with ambiguity Strong work ethic and professional demeanor Demonstrated ability to work with diverse personalities Resilience and patience in challenging situations Leadership & Coaching
Proven ability to coach and develop others Strong mentoring and feedback skills Ability to identify and nurture talent Experience in performance management and development Preferred Experience
1+ year of call center experience or equivalent 1+ years experience managing a team or equivalent Post secondary education preferred TELUS Values
We passionately put our customers and communities first We embrace changes and innovate courageously We grow together through spirited teamwork Language
English EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world\'s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. Equal Opportunity Employer: TELUS Digital is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All employment decisions are based on qualifications, merits, competence and performance without regard to characteristics related to diversity.
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