Telus International

Job Description

Learning Services Specialist - Process Trainer

Position Summary

As a Trainer you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the client’s existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the product training period, ensuring attendance and performance. Collaborate with Operations leaders to ensure a smooth transitions from classroom to on-the-job training and to the operations floor by providing feedback and guidance to agents as well as by identifying areas needing additional support.

Provides tactical support to the Learning Services Manager (LSM) in the creation of integrated learning solutions for TELUS International India. Designs and implements career development plans for the LSSes. Responsible for final analysis and the drafting of recommendations for the perusal of immediate manager for improving operational training designed to achieve continuous improvement of agents and trainees. Generates internal and external client reports on training data and analysis.

Key Responsibilities

• Oversee the onboarding of agents ensuring required system access for training and training room set up
• Design and develop comprehensive training programs for Operations product training and refresher courses
• Deliver engaging and effective training sessions on products and system to new and existing agents, utilizing various methodologies and technologies
• Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training
• Monitor attendance and performance of a group of agents during training recommending their transition to production or termination
• Take operations calls for the required hours to stay up to date and support complex customer issues/ escalations
• Support the onboarding and development of less experienced members of the team

Functional Competencies

• In-depth product knowledge and customer service expertise
• Strong knowledge of adult learning principles
• Expertise in the development of effective learning materials and curricula using instructional design principles
• Advanced presentation and public speaking skills
• Advanced ability to analyze and address training challenges and operational issues
• Advanced ability to identify performance gaps and design targeted interventions

Qualifications

• 3+ years of experience in sales or upsell training
• Graduate in any field
• Certifications in training and development
• B2/C1 oral and written English

Benefits and Perks

• Two way pick/drop Transport facility
• Salary range upto 850,000 INR Per annum

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.