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 integral 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.

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📌 Learning Services, Learning Services Team Leader - B (Nezahualcóyotl)
🏢 Telus Digital
📍 Nezahualcóyotl