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TELUS Digital

Operations Trainer-Junior

Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 9, 2026

Original job description

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

Required Experience, Skills & Competencies:

Minimum of 1 year of previous adult training/education experience
Demonstrable leadership skills 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

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.

Internal Transfer Eligibility:

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

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

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.

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.

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More about this job

Responsibilities

Develop, coordinate, and deliver new-hire and recurrent training programs, while maintaining training materials and adapting content to product and process changes. Manage training schedules and effectiveness metrics, mentor trainers, support selection and improvement initiatives, and periodically handle customer calls.

Requirements

Requires at least one year of adult training or education experience, a high school diploma or equivalent, strong communication and presentation skills, and the ability to coach others and manage multiple priorities. Preferred qualifications include team management, call center experience, and post-secondary education; candidates must be flexible to work varied schedules in a 24/7 environment and pass background and employment verification checks.

Skills

Training Development
Training Delivery
Instructional Design
Leadership
Coaching
Mentoring
Project Management
Program Administration
Presentation Skills
Communication
Active Listening
Performance Management
Organizational Skills
Time Management
Google Workspace
Microsoft Office

Visa sponsorship

Not detected in the job text

Keywords

Adult Training
Training Programs
New-Hire Training
Recurrent Training
Instructional Design
Course Materials
Training Calendar
Training Documentation
Training Effectiveness Metrics
Call Center
Customer Calls
Leadership
Coaching
Mentoring
Performance Management
Project Management
Google Workspace
Microsoft Office
Word
Excel
PowerPoint
Human Resources
Process Changes
Product Updates
24/7 Operations

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