Basic Information
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Job Type
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Description and Requirements
LEARNING SPECIALIST
The primary role for this position is to train, monitor and inspire new and current TELUS Digital 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, also perform various tasks such as staff retention during the training and perform administrative duties such as report attendance, risks, issues with tools, performance issues, update different reports from the client or TELUS, etc 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 Development
Results-Oriented to people
Strong Analytical skills
Planning and capacity to assess clients needs
Adaptability to Change
Teamwork and Cooperation
Creativity and Innovation
Ability to handle training groups of 20 (or more) virtual or face to face.
Strong Facilitation Skills
Excellent Coaching & Communication Skills
Superior time management ability
Attention to details
Logical and systematic
Willing to accommodate others
Proven resolution and logical troubleshooting
Teaching background - Desirable
Knowledge:
Microsoft Office/Google Workspace
English
• Oral and written comprehension.
• Appropriate use of language
Strong reporting and analysis skills (flowcharts, daily attendance reports and scorecards)
Strong verbal and written communication skills
Studies & Experience:
Previous experience teaching or working in Sales programs is a plus
Strong experience in Customer Service
Additional Job Description
The primary role for this position is to train, monitor and inspire new and current TELUS Digital 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, also perform various tasks such as staff retention during the training and perform administrative duties such as report attendance, risks, issues with tools, performance issues, update different reports from the client or TELUS, etc at all times.
| Language Reference |
|---|
| English |
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