Learning Services, Learning Services Team Leader - B

TELUS Digital; Ciudad de México; Hybrid; MXN 380,000 - 520,000; Full time

Job summary

TELUS Digital is seeking a Learning Services Team Leader to develop and present training programs that improve operations performance and customer service. You will supervise staff, coach and mentor, and translate client needs into effective learning solutions.

Join a global team focusing on coaching, analytics, and scalable learning programs, with on-site and remote options depending on business needs. Strong English and Google Workspace skills are required; experience in learning projects is a

Qualifications

• BA/BS degree preferred in Education, psychology, communications or related fields.
• Experience in staff selection or hiring processes is desirable.
• Training/teaching experience with TELUS or elsewhere is mandatory.

Responsibilities

• Prepare and develop work plans with client teams; assess training needs and measure performance.
• Coach and mentor team members; provide direction and feedback.
• Create and present training programs and business reviews (weekly, monthly, quarterly, yearly).
• Monitor metrics and quality standards; implement action plans and SOPs.

Skills

Schedule flexibility

On-site availability

Customer focus

Technology adoption

Self-development

English (B2)

Oral & written comprehension

Google Workspace

Analytical thinking

Strategic thinking

Customer service

Motivation theory

Kirkpatrick model

Adult learning

Education

BA/BS degree preferred

Tools

Google Workspace

Job description

Description

***Applicants should be available and willing to work on-site and/or from home depending on business needs.***

Learning Services, Learning Services Team Leader - B

Position Overview:

The Learning Services Team Leader develops, implements and presents training programs for operations associates that enhance performance and overall service to our customers. The team leader drives training efforts to analyze and assess multiple types of training requirements and then translate them into a variety of customized new and/or existing training programs. This position supervises work and projects activities of assigned staff providing coaching, mentoring, feedback and direction in performing job tasks. The Training Supervisor, with an in-depth knowledge of field and/or operations, serves as a resource to department staff and other departments as well.

Key responsibilities:

Prepare, develop and/or follow up work plans previously determined by the client together with their assigned team, develop collaborative working techniques and skills along with the client, implement and grade assessments to measure the performance level of the team members, constantly monitor the metrics and quality standards required by the account and department, implementation of action plans, create Weekly, Monthly, Quarterly or Yearly business reviews, conduct observations and provide effective coaching for their assigned team, follow up on Client SOP requirements, among others.

Requirements & Core competencies:

• At least 1 year of experience in the Learning Team (as a trainer or as a LS TL) or as a Team Leader - Required
• Schedule flexibility
• Availability to work on-site
• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development

Leadership competencies:

• Providing leadership
• Leading change
• Building effective team
• Managing stakeholders
• Functional competencies:
• English B2 - Required:
• Oral and written comprehension.
• Appropriate use of language.
• Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)
• Analytical skills
• Strategic thinking
• Customer Service - Advanced
• Motivation Theory - Advanced
• Kirkpatrick Model and Adult Learning
• Development and reporting - Advanced

Qualifications:

• BA/BS degree preferred, preferably in Education, psychology, communications, Administration, Engineers or other social areas related - Desirable
• Experience in staff selection process - Desirable
• Training and/or teaching proven experience within TELUS or outside the company- Mandatory
• Being part of the Shadowing program - It’s a plus
• Experience delivering back-to-back new hire classes - Desirable
• Experience leading learning projects locally or globally - Desirable
• Participation in programs and teaching techniques - Desirable

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.