Learning Services Team Leader - US & Canada in United States, NV, United States for TELUS Digital
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Learning Services Team Leader - US & Canada
Req ID: Req_00184919_US
Location: United States, NV, United States
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Description
Last day to apply: Wednesday, May 27th 2026 by 11:59 PM
Position Overview:
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.
Specific Responsibilities May Include:
Team Leadership & Management
Manage the day-to-day learning needs of business partners and clients, including trainers, materials, and resources
Responsible for 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, may be asked to 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
Implement action plans
Training & Development
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
Reporting & Administration
Reporting and content/material development
Other duties as assigned and as business needs dictate
Required Experience, Skills & Competencies:
Professional Qualifications
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; operational excellence
Basic understanding of Kirkpatrick, ADDIE, and SAM instructional design models
Must be well-versed in Andragogy, the 6 Principles of Andragogy, Adult Learning practices, and Adult Learning theory
Must be flexible with schedules and available to work a variety of shifts to meet the needs of the business
Ability to successfully complete a background check and employment verification
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/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
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 Experience, Skills & Competencies:
Training, Presentation, and/or Facilitation certifications
Previous call center management experience
Bachelor''s degree in Education, Organizational Development, Human Resources, or a related field
TELUS Health Product Knowledge is Mandatory.
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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