Description and Requirements

• Collaborate with different teams around the world to create learning experiences that are unforgettable and strongly support the ramp up and growth of our new members.
• Deliver training materials through a combination of presentations and facilitated activities
• Be proactive on sharing best practice and learning but also asking for help when needed.
• Manage follow up sessions for agents who need it.
• Be accountable and responsible for the work you have to do.
• Proactively collaborate with the training team within Telus.
• Be an advocate for your learners. 
• Ensure the learning experiences provided to them meet a high quality level and be involved in their delivery.
• Be able to perform un-biased needs assessment and design activities or projects to tackle them.
• Design and support evaluation models that will help stakeholders understand the impact and success of the learning sessions provided.
• Capture new agent training requirements and generally be passionate about the growth and development of agents and of the site as a whole.
• Be a strong facilitator and proactively take any chance to develop your skills whenever possible.

Requirements:

• Excellent English language skills (C1 & C2 Level)
• Strong stage presence when it comes to facilitation and public speaking.
• Knowledge on GSuite (Google Docs, Google Slides, Google Sheets, Google Forms)
• Passionate about staying up to date with your craft, and understanding the different learning theories and models.
• Very good communication skills
• Ability to do the evaluation and impact checks
• Strong recommendations from Leadership and good performance record
• Ability to deliver, iterate and improve.
• Good understanding of adult learning theory and methodologies, ability to apply it in your training design and facilitation.
• Flexibility and ability to improvise and adapt to new situations.
• Experience in designing and facilitating learning initiatives will be considered as an advantage
• Knowledge or experience working in Agile would be considered as an advantage.
• Candidates with email & chat experience along with gaming exposure will be an added advantage.

Additional Job Description 

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator