Senior Training Manager

Overview

Oversees the Learning Services and Customer Experience teams for TELUS International within the accounts that he/she supports. Responsible for the design, development, and delivery of training and quality programs for customer service representatives, to ensure high level of customer experience and client policy adherence. Responsible for providing recommendations for improving the quality of service of Operations based on the reports and analysis generated by his/her Learning Services and Customer Experience teams. Engage and partner with clients and stakeholders to represent Learning Services and Customer Experience.

Responsibilities

• Collaboration - Work hand in hand with the Director of LS and CE for the site level responsibility of liaising with Operations, Talent Acquisition, Workforce on setting the rhythm to deliver high class agent profiles to Operations. Champions Closed Loop Framework in the site by ensuring that inform...