Learning Services Team Leader

About the role

The Learning Services Team Leader is responsible for managing, monitoring, and developing a team of Learning Services Specialists. This role ensures that the team has the necessary tools and resources to effectively perform their responsibilities while maintaining the continued fulfillment of client goals and expectations.

Responsibilities

• Manage the day-to-day learning needs of business partners and clients, including trainers, materials, and resources.
• Oversee the ongoing development and supervision of training staff across a variety of lines of business.
• Develop collaborative working techniques and skills within the team.
• In the absence of the department head, lead the entire department, acting and making decisions on behalf of the team, the department, business partners, and clients.
• Implement and qualify assessments to measure the performance level of the team.
• Provide constant monitoring metrics assigned to the team and uphold the quality standards required by the account.
• Measure and evaluate trainer performance on an ongoing basis and implement action plans.
• Prepare and develop work plans, previously determined by the client, in collaboration with the assigned team.
• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals, and consultations with business partners and clients.
• Deliver measurable, results-oriented outcomes post-training, and establish and monitor performance metrics that demonstrate training ROI and overall business impact.
• Handle reporting and content/material development.
• Perform other duties as assigned and as business needs dictate.

Requirements

• Minimum of 2 years of prior leadership experience managing people in service delivery environments.
• Minimum of 1 year of previous adult training/education experience.
• Demonstrated ability to implement innovative training models that drive organizational learning effectiveness.
• Experience in performance management and employee development.
• Strong facilitation skills with advanced knowledge of the business and operational excellence.
• Basic understanding of Kirkpatrick, ADDIE, and SAM instructional design models.
• Well-versed in Andragogy, the 6 Principles of Andragogy, Adult Learning practices, and Adult Learning theory.
• Flexibility with schedules and availability to work a variety of shifts to meet the needs of the business.
• Ability to successfully complete a background check and employment verification.

Skills

• Technical Skills:
  • Intermediate to advanced knowledge of Google Suite and Microsoft Office Suite.
  • Working knowledge of Learning Management Systems (LMS).
  • Ability to learn and adapt to new training technologies and platforms.
  • Ability to leverage AI and Digital Solutions as strategic channels for training delivery.
• Communication & Presentation Skills:
  • Strong verbal and written skills with the 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:
  • Ability to plan, multi-task, and manage time effectively.
  • Strong organizational skills with attention to detail and accuracy.
  • Ability to manage multiple priorities and deadlines simultaneously.
• Professional Attributes:
  • Strong commitment to maintaining confidentiality.
  • Passion for continuous improvement in both self and team.
  • Adaptability to change and comfort with ambiguity.
  • Strong work ethic and professional demeanor.
  • Demonstrated ability to work with diverse personalities.
• 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 Qualifications

• Training, Presentation, and/or Facilitation certifications.
• Previous call center management experience.
• Bachelor's degree in Education, Organizational Development, Human Resources, or a related field.

About the 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.

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, and we grow together through spirited teamwork.