Position Overview:

The primary role of 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, proactive, and responsible candidate with great interpersonal skills who understands our business requirements, performs various tasks such as staff retention during the training/nesting, and performs administrative duties such as report attendance, flags, issues with tools, performance issues, update different reports from the Client or TELUS, etc., at all times.

Key responsibilities:

Support the onboarding process of new hires from start to end while improving the learner’s experience through a suitable learning environment and ensuring there is a smooth transition to operations. Delivers Walmart’s courses using adult learning approaches and blended delivery methods, as well as rehearsing course content ahead of time and explaining processes, policy guidelines, workplace expectations, and culture. Manages learner performance and behavior during classes, as well as gathering comments and analyzing findings, keeping up to date with course materials and optimal facilitation techniques by preparing materials for course delivery, monitoring, tracking, and reporting learning activities; and incorporating trainee feedback and performance metric results.

Requirements & Core Competencies:

• Managing self-development

• Embracing technology

• Focusing on customers

• Giving support

• Ability to work under pressure

   

• Schedule flexibility.

Functional competencies:

• Microsoft Office/G. Drive - Intermediate.

• Customer Service - Advanced.

• Motivation Theory - Advanced.

• Excellent Writing and Spelling in English.

• The ability to create reports, flowcharts, and analysis.

• Knowledge and experience in Customer Service.

• Knowledge of adult learning concepts and techniques. 

• Connects content and concepts to Walmart priorities, appropriate metrics, and individual learner benefits. 

Qualifications:

• English - B2:

              • Oral and written comprehension.

              • Appropriate use of language

• A third-year level or graduate of Education, Communications, Business Administration, Industrial Engineering, or related career - Desirable

• Learning Development - Desirable

• Proven experience in personnel training - Desirable

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.