Description
Functional Responsibilities:
- Works closely with the Director of Learning Services at the site level, partnering with Operations, Talent Acquisition, and Workforce teams to align training strategies and establish a consistent delivery rhythm that produces high-quality agent profiles.
- Ensures effective information flow from Learning Services to Operations and other stakeholders.
- Provides executive-level summaries on Learning Services initiatives, outcomes, and risks, and escalates key issues to the Director of Learning Services as needed.
- Partners with stakeholders to ensure client and company requirements related to training compliance, process and policy adherence, efficiency, and service quality readiness are met.
- Continuously evaluates and enhances training effectiveness to support operational goals.
- Conducts interviews for Learning Services leadership and specialist roles.
- Assesses applicants based on skills, competencies, and behaviors required to build a high-performing Learning Services team.
- Provides interview feedback to HRTalent Acquisition.
- Ensures continuous training and professional development activities for Learning Services staff. Identifies and implements systems and processes for training delivery, certification, and capability development.
- Coaches, mentors, conducts one-on-one discussions, and manages the performance of Learning Services Managers, focusing on work ethics, productivity, KPIs, and career progression.
- Develops individual development plans, performance improvement strategies, and career pathways to prepare team members for expanded responsibilities.
- Monitors team morale and engagement through regular interactions with Learning Services staff.
- Fosters open communication by facilitating regular team discussions to surface needs, challenges, and improvement opportunities.
- Coordinates and supports the resolution of team-related concerns to maintain a positive and productive work environment
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.
