Learning Services Lead: Training & Performance

TELUS Digital; Las Vegas (NV); On-site; USD 55,000 - 85,000; Full time

Job summary

TELUS Digital is seeking a Learning Services Specialist to oversee and administer training programs for our growing call center. You will lead development and delivery of training, coordinate sessions, and collaborate with leadership to identify needs and measure effectiveness.

The role requires instructional design, project management, and the ability to coach trainers while ensuring training materials stay current with product updates and process changes.

Qualifications

• Minimum of 1 year of adult training/education experience.
• Demonstrated leadership experience with ability to coach, develop, and drive performance.
• Flexibility to work various schedules in a 24/7 environment.
• Ability to successfully complete a background check and employment verification.
• Strong proficiency in Google Workspace and MS Office.

Responsibilities

• Oversee and administer training programs, including new hire and recurrent training initiatives.
• Design, organize, and present course materials ensuring all training programs run smoothly and effectively.
• Work with Leadership team and clients to identify training needs and review training material and processes.
• Schedule and coordinate multiple, simultaneous training sessions.
• Mentor program/campaign trainers to develop effective classroom training skills.
• Maintain current knowledge of product updates and process changes to ensure training relevance.
• Schedule training classes and manage training calendar efficiently.
• Participate in Human Resources and company committees.
• Implement recommended improvements to training programs.
• Participate in agent level selection processes.
• Perform other duties as assigned, including taking front line customer calls on a set schedule each month.
• Maintain training documentation and materials.
• Track and report on training effectiveness metrics.
• Perform other duties as assigned including taking front line customer calls on a set schedule each month.

Skills

Leadership

Training experience

Background check

Google Workspace

MS Office Suite

Communication skills

Presentation skills

Project management

Education

High School Diploma or equivalent

Post secondary education preferred

Tools

Google Workspace

MS Office Suite

Job description

TELUS Digital is seeking a Learning Services Specialist to oversee and administer training programs for our growing call center. You will lead development and delivery of training, coordinate sessions, and collaborate with leadership to identify needs and measure effectiveness.

The role requires instructional design, project management, and the ability to coach trainers while ensuring training materials stay current with product updates and process changes.