Call Center Trainer

As a Learning Services Specialist you will oversee and administer various training programs to ensure high levels of performance in our growing call center. The ideal candidate will have strong project management skills, be proficient in MS Office Suite (Word, Excel, and PowerPoint), possess the ability to effectively communicate with others, work with other trainers to develop effective classroom training skills and implement recommended improvements.

Specific Responsibilities May Include:

• Oversee and administer various training programs including recurrent and new hire training
• Schedule training classes, organize course materials and present courses ensuring all training programs run smoothly and effectively
• Work with Management team and clients to identify training needs, review training material and processes
• Schedule and coordinate training for multiple, often times simultaneous, training sessions
• Work with program/campaign trainers to help them develop effective classroom training skills
• Participate on Human Resources and company committees
• Implement recommended improvements
• Participate in the agent level selection process by participating 
• Perform other duties as assigned including taking front line customer calls on a set schedule each month

Required Experience, Skills & Competencies:

• Minimum 1+ years experience supervising, managing or training a team
• Minimum 1+ year of call center experience
• Strong proficiency in MS Windows, MS Word, MS Excel, and MS Outlook
• Strong verbal/written skills and ability to articulate complex issues in an easy to understand manner
• Excellent presentation skills – ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner
• Excellent organizational and time management skills
• Ability to effectively communicate with team members and managers of all levels
• Flexibility to work various schedules in a 24/7 environment
• Ability to work independently in a dynamic fast paced atmosphere
• Ability to maintain confidentiality

Preferred Experience, Skills & Competencies:

• Preference given for iAspire BaseCamp graduates
• Curriculum development experience is an asset
• Post secondary education preferred

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

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

Pay: $20.45/hr

Additional Job Description

As a Learning Services Specialist you will oversee and administer various training programs to ensure high levels of performance in our growing call center. The ideal candidate will have strong project management skills, be proficient in MS Office Suite (Word, Excel, and PowerPoint), possess the ability to effectively communicate with others, work with other trainers to develop effective classroom training skills and implement recommended improvements.

Language ReferenceEnglish

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.

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