Training And Development Manager

at  TELUS Digital

KEY SKILLS AND COMPETENCIES

• Leadership: Demonstrated ability to lead and motivate a diverse team.
• Communication: Excellent verbal and written communication skills; capable of engaging effectively with clients and internal stakeholders.
• Organizational Skills: Strong planning, scheduling, and logistics management skills.
• Training Expertise: Proficiency in developing training materials and implementing training programs focused on soft skills and communication.
• Client Focus: Ability to understand and meet the specific needs of diverse clients from different sectors.
• Analytical Skills: Ability to evaluate training effectiveness and identify areas for improvement.

DESIRABLE EXPERIENCE

• Similar Role: 2-5 years of experience in a similar role within a contact centre or outsourcing environment.
• International Clients: Experience in engaging with international clients and understanding their training needs.
• Multi-sector Experience: Exposure to training across various sectors/verticals.
• Training Material Development: Proven experience in developing training materials and content tailored to different audiences.

EDUCATION AND QUALIFICATIONS

• Degree: A relevant degree in Human Resources, Training and Development, Education, or a related field is desirable but not a precondition.
• Certifications: Professional certifications in training and development are an added advantage.

• Leadership and Team Management:
• Lead, mentor, and develop a diverse team of trainers, training team leaders, training coordinators, and quality coaches.
• Foster a collaborative and high-performance culture within the training team.
• Training Planning and Logistics:
• Oversee the planning and logistics for induction training, including scheduling trainer resources and training classrooms.
• Schedule and plan refresher and upskill training sessions to ensure continuous development of existing staff.
• Manage the scheduling and planning for backfill and attrition training to address staff turnover and ensure smooth operation.
• Develop and implement comprehensive training plans that align with client requirements and organizational goals.
• Client Engagement:
• Engage with clients to understand their training needs, including timing, course durations, content, and system requirements.
• Regularly liaise with clients to provide updates, gather feedback, and ensure training programs meet client expectations.
• Training Content and Delivery:
• Focus on developing and enhancing soft skills and communication skills through tailored training programs.
• Design, develop, and update training materials that emphasize the importance of effective communication and interpersonal skills.
• Implement train-the-trainer methodologies to ensure effective knowledge transfer and consistency in training delivery.
• Training Needs Analysis:
• Conduct thorough training needs analysis to identify skill gaps and training requirements.
• Collaborate with clients and internal stakeholders to ensure training programs address the specific needs of the workforce.
• Use data-driven approaches to assess training effectiveness and make informed decisions on program adjustments.
• Quality Assurance:
• Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
• Work with quality coaches to identify areas for improvement and implement corrective actions.
• Resource Management:
• Ensure the optimal utilization of training resources, including trainers, classrooms, and materials.
• Coordinate with other departments to manage training schedules and avoid conflicts.