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