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, risks, issues with tools, performance issues, and updating different reports from the client or TELUS at all times.Main Responsibilities:Develop the work plans previously determined by our Client.Facilitate intake courseware through a variety of delivery methods including face-to-face and virtual classroom.Follow up with the attendance of the team.Implement and assess evaluations to measure the level of learning of the trainees.Motivate the team and support the operation 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-Oriented to peopleStrong Analytical skillsPlanning and capacity to assess clients' needsAdaptability to ChangeTeamwork and CooperationCreativity and InnovationAbility to handle training groups of 20 (or more) virtual or face-to-face.Strong Facilitation SkillsExcellent Coaching & Communication SkillsSuperior time management abilityAttention to detailsLogical and systematicWilling to accommodate othersProven resolution and logical troubleshootingTeaching 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. TELUS International 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:At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence, and performance without regard to any characteristic related to diversity.
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