Job Description

Learning Services Team Leader (Training Team Leader)

Position Summary

Oversees a team of Learning Services Specialists (LSS) for small to medium-sized programs to ensure tasks/responsibilities are carried out effectively and efficiently. Provides tactical support to the Learning Services Manager (LSM) in the creation of integrated learning solutions for TELUS International India. Designs and implements career development plans for the LSSes. Responsible for final analysis and the drafting of recommendations for the perusal of immediate manager for improving operational training designed to achieve continuous improvement of agents and trainees. Generates internal and external client reports on training data and analysis.

Functional Responsibilities

• Manages the day-to-day operations of the Learning Services Team by setting weekly goals and specific tasks, subsequently monitoring the LSSes’ performance against these established goals and objectives. Allocates resources to achieve delivery of given tasks. Coordinates with other Learning Services Supervisors (LS Supervisor) in the reservation and allocation of training resources. Works with the Learning Services Coordinator in procuring and managing training supplies and funds for new hire classes.

• Oversees generation of reports drafted on training matters before forwarding to the requisitioning party. Manages proper collation of data provided by various parties that contribute to the overall output of the LS Team. Creates recommendations, as required, to address account-specific issues and/or concerns. Ensures that reports are accurately processed, delivered, and documented following the company policies.

• Assists Learning Services Manager in conceptualizing, developing, implementing and measuring training interventions that address program and team member opportunities. Designs and implements training plans to guarantee excellent performance of the company as directed by the Leadership team. Coordinates with other departments for requirements and other support as necessary.

• Builds a robust reporting packet of relevant training analytics that the LSM and other program stakeholders can use to drive business decisions. Maintains reporting library to afford for ease of access to Learning Services Manager and program stakeholders. Assists Learning Services Manager in preparing business review presentations.

• Oversees the execution of training deliverables such as recurrent training and JiTT/Vitality completion. Supervises the implementation of training projects. Applies training best practices as identified by the Learning Services Manager. Assists the Learning Services Manager in certifying the product knowledge of Learning Services Specialists. Observes and evaluates training classes.

• Attends call listening and calibration sessions to maintain level of knowledge about the accounts in his/her jurisdiction. Remains informed and current in instruction practices. Helps Learning Services Manager in keeping the training curriculum up to date.

• Coaches, mentors, conducts one-on-one discussions and manages the performance of LS team members regarding work ethics, productivity, KPIs and career growth. Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.

• Keeps abreast of departmental morale as derived from discussions with LS staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to elicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by LS team members.

• Prepares the payroll files based on his/her direct reports’ attendance. Ensures the timely submission of payroll files to Compensation & Benefits for the on-time and accurate crediting of salaries.

• Conducts interviews with applicants for LS staff positions. Assesses applicants based on skills, work attitudes, and behaviors required to ensure that the LS team comprises competent and efficient team members. Provides feedback to HR-Talent Acquisition on the outcomes of applicant interviews.

Requirements

• Graduation in any discipline

• Minimum of 4 years experience in international BPO

• Prior training Team Leader experience mandatory at least 1.5 years

• Excellent communication and written skills

• Proficiency in creating presentations