Basic Information
Ref Number
Req_00147581
Primary Location
GT - Guatemala - Torre Pradera
Država
Guatemala
Work Style
Hybrid
Description and Requirements
Who are we?
The Managed Learning Services (MLS) team provides dedicated and specialized services to different clients, working directly with TELUS International and external clients to identify business needs and deliver solutions that target performance gaps, strategic opportunities, and business challenges.
What is this role?
This role is responsible for evaluating and preparing accurate, consistent, and reliable reports that effectively communicate relevant information to stakeholders. These deliverables are critical for creating business impact reports and for identifying strategic improvements to learning programs and projects.
In addition, the role involves coordinating classes, maintaining effective communication with external vendors, meticulously tracking class calendars, and ensuring the proper execution of various programs delivered to learners.
Main Responsibilities:
Learning Management Systems (LMS) Administration
- A learning management system is a software application for the administration, documentation, tracking, reporting, automation, and delivery of educational courses, training programs, or learning and development programs (e.g: My Growth, Teamhub).
- Understanding, navigating and obtaining any necessary data from the LMS in order to use it flexibly (filtering and processing it accordingly).
- Supporting the reporting and analysis of multiple learning activities of different modalities.
- Contributing to the coordination of different programs.
- Keep technical documentation up to data with current processes.
Reporting & Analysis
- Crossmatching multiple data sources to create audience-oriented reports in Excel/Google Sheets;
- Advanced knowledge in formulas. (e.g. COUNTIF, QUERY, IF)
- Ability to navigate and select the appropriate reports within the LMS to meet reporting needs.
- Data presentation through dashboards and executive summaries to stakeholders.
Technical Troubleshooting
- Support Learning Inbox escalations including admin, content developers, and team member troubleshooting
- Root cause analysis and data research/navigation to spot abnormalities, issues and to troubleshoot
- accordingly across data sources and other resources.
Communication/stakeholder relations
- Skilled at navigating team dynamics while also capable of independent/self-driven work.
- Ability to present and flex the communication style based on current needs (stakeholder, project, team, business, etc).
- Ability to communicate daily and negotiate with stakeholders to manage expectations and deliver on agreed-upon timelines.
- Strong written communication skills with the ability to develop job aids, document business rules, etc.
- Create and/or implement methodologies to standardize work
- Attend weekly calls to provide updates and check projects' progress with the Stakeholders
- Planning and time management to ensure timely delivery of tasks and exceed quality expectations from Stakeholders
- Maintain confidentiality and build effective relationships with other internal departments within TELUS and TI as a whole
Requirements:
- Meeting or exceeding all objectives in your current role for the last 6 months
- Schedule flexibility - Required
- A commitment to remain in the position for at least 1 year - Required
Skills
- Strong attention to detail and organizational skills
- Troubleshooting and coordination skills
- Customer service and problem-solving skills
- Teamwork
- Ability to work under pressure
- Reporting research and analyzing results
- Ability to prioritize workload
- Skill in programming languages such as SQL or Javascript. (desirable)
Knowledge
● B2 English - Required
● Google Workspace Advanced Knowledge - Required
○ (pivots, formulas, conditional formatting, charts, graphs)
● Knowledge of Learning Management Systems - Required
● Knowledge of Google Appscript and SQL would be an asset
○ (COUNT, SUM, AVG, MIN, MAX)
○ (Creation of scripts in Javascript)
● TELUS Accounts knowledge is a plus
● Teamhub/Successfactors knowledge is a plus
○ (Class Management, Extracting and Analyzing Learning Data, Integrating Data with Other Systems)
● Knowledge of data visualization tools such as Tableau, Looker or Power Bi. Including principles, methods,
types, and applications, for example, texture and color mapping, data representation, graphs, word clouds
and storytelling - it’s a plus
● Knowledge of statistical theory and methods including the computation, interpretation, and reporting of
statistics
Studies and Experience:
- Experience in Client/Stakeholder management - Desirable
- 2 years of university studies completed preferably in fields such as Engineering, Business Administration or Statistics - Desirable
- 1+ years of experience in an administrative, analytical or coordination role, preferably within a learning and development context - Required unless demonstrated experience
- 1+ years of experience in an administrative, analytical or coordination role, preferably within a learning and development context
What’s in it for you:
Private medical and life insurance from day one.
Employee Stock Purchase Plan ESPP
Budget for professional growth (certifications)
Schedule flexibility.
Extra bonus based on performance.
Additional Job Description
This role is responsible for evaluating and preparing accurate, consistent, and reliable reports that effectively communicate relevant information to stakeholders. These deliverables are critical for creating business impact reports and for identifying strategic improvements to learning programs and projects.
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
At TELUS Digital, 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.
