Learning Services Specialist

TELUS Digital; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

TELUS Digital is seeking a Learning Services Specialist to oversee and administer training programs in a fast-paced call center environment. You will design and deliver course materials, mentor trainers, and ensure training relevance amid product updates and process changes.

The role requires leadership, instructional design, and project management skills, with a flexible schedule in a 24/7 operation. TELUS values continuous improvement and confidentiality.

Qualifications

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

Responsibilities

• Oversee and administer training programs, including new hire and recurrent training.
• Design, organize, and present course materials for smooth delivery.
• Identify training needs with Leadership and review training material and processes.
• Schedule and coordinate multiple training sessions.

Skills

Leadership

Instructional design

Project management

Communication

Google Workspace

MS Office Suite

Education

High School Diploma or equivalent

Post secondary education preferred

Tools

Google Workspace

MS Office

Job description

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Position Overview

The Learning Services Specialist plays a crucial role in overseeing and administering various training programs to ensure high levels of performance in our growing call center. This position requires a unique blend of leadership, instructional design, and project management skills to develop and deliver effective training solutions that drive operational excellence and team member growth.

Specific Responsibilities May Include

Training Development & Delivery

• Oversee and administer various 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

Program Management & Administration

• 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

Professional Qualifications

• Minimum of 1 year of previous adult training/education experience
• Demonstrable leadership experience with ability to coach, develop, and drive performance
• High School Diploma or equivalent (secondary education preferred)
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification

Technical Skills

• Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)
• Ability to learn and adapt to new training technologies and platforms

Communication & Presentation Skills

• Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner
• Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner
• Effective communication skills with team members and managers at all levels
• Strong active listening skills and ability to provide constructive feedback

Project Management & Organization

• Excellent organizational and time management skills
• Ability to manage multiple priorities and deadlines
• Proven success in complex work environments
• Attention to detail and accuracy in documentation

Professional Attributes

• Ability to work independently in a dynamic, fast-paced atmosphere
• Strong commitment to maintaining confidentiality
• Self-motivated with passion for continuous improvement
• Adaptability to change and comfort with ambiguity
• Strong work ethic and professional demeanor
• Demonstrated ability to work with diverse personalities
• Resilience and patience in challenging situations

Leadership & Coaching

• Proven ability to coach and develop others
• Strong mentoring and feedback skills
• Ability to identify and nurture talent
• Experience in performance management and development
• 1+ years experience managing a team or equivalent
• 1+ year of call center experience or equivalent
• Post secondary education preferred
• Curriculum development experience is an asset

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

Internal Transfer Eligibility

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Meet all requirements listed on the Job Description
• Have been in their current role for a minimum of six (6) months
• Have no active Hint 2 or 3
• Be meeting or exceeding performance requirements

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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.

Description

Position Overview

The Learning Services Specialist plays a crucial role in overseeing and administering various training programs to ensure high levels of performance in our growing call center. This position requires a unique blend of leadership, instructional design, and project management skills to develop and deliver effective training solutions that drive operational excellence and team member growth.

Specific Responsibilities May Include

Training Development & Delivery

• Oversee and administer various 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

Program Management & Administration

• 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

Required Experience, Skills & Competencies

Professional Qualifications

• Minimum of 1 year of previous adult training/education experience
• Demonstrable leadership experience with ability to coach, develop, and drive performance
• High School Diploma or equivalent (secondary education preferred)
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification

Technical Skills

• Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)
• Ability to learn and adapt to new training technologies and platforms

Communication & Presentation Skills

• Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner
• Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner
• Effective communication skills with team members and managers at all levels
• Strong active listening skills and ability to provide constructive feedback

Project Management & Organization

• Strong project management skills
• Excellent organizational and time management skills
• Ability to manage multiple priorities and deadlines
• Proven success in complex work environments
• Attention to detail and accuracy in documentation

Professional Attributes

• Ability to work independently in a dynamic, fast-paced atmosphere
• Strong commitment to maintaining confidentiality
• Self-motivated with passion for continuous improvement
• Adaptability to change and comfort with ambiguity
• Strong work ethic and professional demeanor
• Demonstrated ability to work with diverse personalities
• Resilience and patience in challenging situations

Leadership & Coaching

• Proven ability to coach and develop others
• Strong mentoring and feedback skills
• Ability to identify and nurture talent
• Experience in performance management and development

Preferred Experience, Skills & Competencies

• 1+ years experience managing a team or equivalent
• 1+ year of call center experience or equivalent
• Post secondary education preferred
• Curriculum development experience is an asset

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

Internal Transfer Eligibility

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Meet all requirements listed on the Job Description
• Have been in their current role for a minimum of six (6) months
• Have no active Hint 2 or 3
• Be meeting or exceeding performance requirements

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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.