Telus International

Position overview:

The primary role for this position is to train, monitor, and inspire new and current TELUS Digital team members to provide customers with a superior customer service experience. This team is looking for a dynamic, self-motivated, proactive and responsible candidate with great interpersonal skills that understand our business requirements, performs various tasks such as staff retention during the training/nesting and performs administrative duties such as report attendance, flags, issues with tools, performance issues, update different reports from the Client or TELUS, etc., at all times.

Key responsibilities:

Support the onboarding process of new hires from start to end while improving the learner’s experience through a suitable learning environment and ensuring there is a smooth transition to operations. Deliver courses using adult learning approaches and blended delivery methods, as well as rehearsing course content ahead of time and explaining processes, policy guidelines, workplace expectations, and culture. Manages learner performance and behavior during classes, as well as gathering comments and analyzing findings, keeping up to date with course materials and optimal facilitation techniques by preparing materials for course delivery, monitoring, tracking, and reporting learning activities; incorporating trainee feedback and performance metric results.

Requirements & Core Competencies:

• Schedule flexibility.
• Managing self-development
• Embracing technology
• Focusing on customers
• Giving support

Functional competencies:

• Microsoft Office/G. Drive - Intermediate.
• Customer Service - Advanced.
• Motivation Theory - Advanced.
• Excellent Writing and Spelling English.
• The ability to create reports, flowcharts, and analysis.
• Knowledge and experience in Customer Service.
• Knowledge of adult learning concepts and techniques.
• Ability to work in a fast-paced environment with complete adaptability.

Qualifications:

• English - B2:
• Oral and written comprehension.
• Appropriate use of language
• A third-year level or graduate of Education, Communications, Business Administration, Industrial Engineering, or a related career - Desirable
• Learning Development - Desirable
• Proven experience in personnel training - Desirable

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.

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.