Customer Service Team Lead

About the role

The Managed Learning Services Team Lead Learning Experience Design provides coaching, client support, administrative and technology support for MLS team members. The role oversees project administration and delivery, from needs analysis and planning through development and implementation. It includes developing and tracking budgets, serving as the main point of contact for clients and subject matter experts, and ensuring deliverable quality.

The team lead supports team members, clients and stakeholders to execute programs on time, within budget and according to client quality expectations. The position reports to the Managed Learning Services Manager.

Responsibilities

• Serve as a Learning Experience Designer learning advisor and strategic consultant in client-facing programs.
• Centralize requests, manage team member allocation, and provide execution visibility and updates.
• Ensure workload estimates created by learning experience designers are accurate and realistic.
• Ensure deliverables meet design and development quality standards and that clients and subject matter experts review them for approval.
• Upload deliverables to the LMS Admin platform.
• Coordinate with Training Transformation and stakeholders to align with team processes, procedures, metrics and performance targets.
• Collaborate and liaise between Training Transformation and the client to craft learning strategies aligned with TELUS Digital and/or client business goals.
• Provide direction and support to learning experience designers to ensure adherence to the scoped project.
• Be responsible for approvals for dedicated projects.

Datos clave

• The role supports MLS team members with coaching, client, administrative and technology support.
• The team lead oversees project administration from needs analysis through development and implementation.
• The position reports to the Managed Learning Services Manager.