Position Overview:
The Learning Services Specialist plays a crucial role in overseeing and administering various training programs to ensure high levels of performance in our growing call center. This position requires a unique blend of leadership, instructional design, and project management skills to develop and deliver effective training solutions that drive operational excellence and team member growth.
Specific Responsibilities May Include:
Training Development & Delivery
Oversee and administer various training programs, including new hire and recurrent training initiatives
Design, organize, and present course materials ensuring all training programs run smoothly and effectively
Work with Management team and clients to identify training needs and review training material and processes
Schedule and coordinate multiple, simultaneous training sessions
Mentor program/campaign trainers to develop effective classroom training skills
Maintain current knowledge of product updates and process changes to ensure training relevance
Program Management & Administration
Schedule training classes and manage training calendar efficiently
Participate in Human Resources and company committees
Implement recommended improvements to training programs
Participate in agent level selection processes
Perform other duties as assigned, including taking front line customer calls on a set schedule each month
Maintain training documentation and materials
Track and report on training effectiveness metrics
Required Experience, Skills & Competencies:
Professional Qualifications
Minimum of 1 year of previous adult training/education experience
Demonstrable leadership experience with ability to coach, develop, and drive performance
High School Diploma or equivalent (secondary education preferred)
Flexibility to work various schedules in a 24/7 environment
Ability to successfully complete a background check and employment verification
Technical Skills
Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)
Ability to learn and adapt to new training technologies and platforms
Communication & Presentation Skills
Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner
Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner
Effective communication skills with team members and managers at all levels
Strong active listening skills and ability to provide constructive feedback
Project Management & Organization
Strong project management skills
Excellent organizational and time management skills
Ability to manage multiple priorities and deadlines
Proven success in complex work environments
Attention to detail and accuracy in documentation
Professional Attributes
Ability to work independently in a dynamic, fast-paced atmosphere
Strong commitment to maintaining confidentiality
Self-motivated with passion for continuous improvement
Adaptability to change and comfort with ambiguity
Strong work ethic and professional demeanor
Demonstrated ability to work with diverse personalities
Resilience and patience in challenging situations
Leadership & Coaching
Proven ability to coach and develop others
Strong mentoring and feedback skills
Ability to identify and nurture talent
Experience in performance management and development
Preferred Experience, Skills & Competencies:
1+ years experience managing a team or equivalent
1+ year of call center experience or equivalent
Post secondary education preferred
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.