LEARNING SPECIALISTThe primary role for this position is to train, monitor and inspire new and current TELUS International Team Members to provide customers with a superior customer service experience. This team is looking for a dynamic, self-motivated and responsible candidate with superior interpersonal skills that understand our business requirements. The candidate will also perform various tasks such as staff retention during training and administrative duties such as reporting attendance, identifying risks, addressing issues with tools, and managing performance issues.Main Responsibilities:Develop work plans as determined by our Client.Facilitate intake courseware through various delivery methods including face-to-face and virtual classroom.Follow up with team attendance.Implement and assess evaluations to measure the level of learning of the trainees.Motivate the team and support operations during the nesting period.Partner with Operations and Customer Experience to identify and close knowledge gaps through training initiatives and corrective actions.Skills & Qualifications:Team DevelopmentResults-OrientedStrong Analytical SkillsPlanning and capacity to assess clients' needsAdaptability to ChangeTeamwork and CooperationCreativity and InnovationAbility to handle training groups of 20 (or more) virtually or face-to-faceStrong Facilitation SkillsExcellent Coaching & Communication SkillsSuperior time management abilityAttention to detailLogical and systematic approachWillingness to accommodate othersProven resolution and logical troubleshooting skillsTeaching background - DesirableKnowledge:Microsoft Office/Google WorkspaceEnglishOral and written comprehensionAppropriate use of languageStrong reporting and analysis skills (flowcharts, daily attendance reports, and scorecards)Strong verbal and written communication skillsStudies & Experience:Previous experience teaching or working in Sales programs is a plusStrong experience in Customer ServiceLanguage Reference:EnglishEEO Statement:At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations. We are committed to creating a diverse and inclusive workplace.Seniority LevelEntry levelEmployment TypeFull-timeJob FunctionManagement, Administrative, and Human ResourcesIndustriesHuman Resources, Advertising Services, and Staffing and Recruiting
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