Description
The Learning Services Manager will be co-responsible with the operation for the professional
and optimum performance of the LS teams; is also responsible for allocating the required
resources for developing the training programs. Must support the creation of training curriculum
and ensure the quality of service and training delivery of the LS team. Reviews & approves
recommendations to support our Operations and Clients. Manages a profile of competencies to
be developed for LS Team Leaders and LSS, and implements SMART career plans for each of
their team members to ensure maximum development, client, and operational output. Supports
onboarding of new hires during ramps and BAU requirements.
Main Responsibilities:
- Encourages collaboration between departments to contribute to the business strategy
- Ensures training activities are updated and performed in a timely manner
- Adopts and drives global standards for training
- Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc)
- Manages client relations to align training standards
- Supports the development of effective and timely analytics to our operations team
- Plans development and engagement activities for the team
- Coordinates with Workforce in the scheduling of new hire classes and cross-training
- Coordinates the best use of their resources for LS and CE to support the operations
- Coordinates and communicate with recruitment to ensure profiles are updated
- Owns Training Attrition by creating and executing action plans
- Drives new hire and recurrent training effectiveness results
- Coordinates with internal and external stakeholders to understand the training
requirements and create training strategies accordingly
- Owns new hire throughput and speed to proficiency
Qualifications:
- Strong leadership & management
- Creativity and innovation
- Presentation skills
- Analytical skills
- Organizational skills
- Effective Decision-making & problem-solving
- Results-oriented and have the ability to report them
- Ability to work with teams across multiple regions
Knowledge:
- English - B2 or above: - Required
- Oral and written comprehension
- Appropriate use of language
- Strong verbal and written communication skills
- Intermediate to advanced level experience with MS Office applications, including budget
management & reporting
- Brilliant Coaching or other coaching methodologies
- Feedback, learning and development techniques
- Customer excellence & quality knowledge
Eligibility Criteria:
- Must be at a Sr.Team Leader Level position for at least 6 months
- Bachelor's degree in any field.
- Experience leading small to medium group of team members - Required
- Meeting or exceeding all metrics in your current role for the last 3 months
- 90% attendance for the last 6 months
- No active disciplinary processes
- Availability to work on site
- Schedule flexibility
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
