Specific Responsibilities May Include:
Oversee and administer various training programs including recurrent and new hire training
Schedule training classes, organize course materials and present courses ensuring all training programs run smoothly and effectively
Work with Management team and clients to identify training needs, review training material and processes
Schedule and coordinate training for multiple, often times simultaneous, training sessions
Work with program/campaign trainers to help them develop effective classroom training skills
Participate on Human Resources and company committees
Implement recommended improvements
Participate in the agent level selection process by participating
Perform other duties as assigned including taking front line customer calls on a set schedule each month
Required Experience, Skills & Competencies:
Minimum 1+ years experience managing a team or equivalent
Minimum 1+ years of training experience (call center, directory assistance, classroom computer-based, technical or help-desk preferred) or equivalent
Minimum of 1+ years of call center experience
Strong proficiency in Google Workspace
Strong verbal/written skills and ability to articulate complex issues in an easy to understand manner
Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner
Excellent organizational and time management skills
Ability to effectively communicate with team members and managers of all levels
Flexibility to work various schedules in a 24/7 environment
Ability to work independently in a dynamic fast paced atmosphere
Ability to maintain confidentiality
Preferred Experience, Skills & Competencies:
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 embrace change and initiate opportunity
We have a passion for growth
We believe in spirited teamwork
We have the courage to innovate
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.