Job Description
LEARNING SPECIALISTThe primary role for this position is to train, monitor and inspire new and current TELUS International 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 DevelopmentResults-Oriented to peopleStrong Analytical skillsPlanning and capacity to assess clients needsAdaptability to ChangeTeamwork and CooperationCreativity and InnovationAbility to handle training groups of 20 (or more) virtual or face to face.Strong Facilitation SkillsExcellent Coaching & Communication SkillsSuperior time management abilityAttention to detailsLogical and systematicWilling to accommodate othersProven resolution and logical troubleshootingTeaching background - DesirableKnowledge:Microsoft Office/Google WorkspaceEnglish• Oral and written comprehension.• Appropriate use of languageStrong reporting and analysis skills (flowcharts, daily attendance reports and scorecards)Strong verbal and written communication skillsStudies & Experience:Previous experience teaching or working in Sales programs is a plusStrong experience in Customer Service