Training Team Lead - Telco Account

About the role

The Training Team Lead oversees a group of Learning Services Specialists (LSS) delivering training programs for TELUS International Philippines. The role ensures that training initiatives are executed efficiently, supports the Learning Services Manager, and drives continuous improvement for agents and trainees.

Key responsibilities

• Lead and monitor the performance of LSS team members against weekly goals and objectives.
• Design and implement career development plans for Learning Services staff.
• Conduct final analysis of training outcomes and draft recommendations for operational improvements.
• Generate internal and external reports on training data, analytics, and performance.
• Allocate resources, coordinate with other Learning Services Supervisors, and manage training supplies and budgets.
• Collaborate with the Learning Services Coordinator to procure training materials for new‑hire classes.
• Maintain a reporting library and build analytics packets for business decision‑making.
• Assist the Learning Services Manager in creating, delivering, and measuring training interventions.
• Oversee execution of recurrent training, JiTT/Vitality completion, and other training deliverables.

Required profile

• Proven experience leading a team of learning or training specialists.
• Strong analytical skills to assess training effectiveness and produce actionable insights.
• Ability to design career development and training plans.
• Excellent coordination skills for resource allocation and cross‑department collaboration.

Required skills

What we offer

• Opportunity to shape training strategy for a major telecom account.
• Collaborative environment with a focus on continuous improvement.
• Access to comprehensive reporting tools and analytics resources.