Customer Service Team Lead

Managed Learning Services, Team Leader Learning Exp DesignDepartment: Global Learning Solutions - Managed Learning ServicesReports to: Learning Enablement ManagerWhat is this role?The Managed Learning Services Team Lead Learning Experience Design provides dedicated support (i.e., coaching, client support, administrative, technology) for MLS team members. The MLS TL also oversees the process and administration of all projects, including needs analysis, development, and implementation. The MLS TL is responsible for the initial planning of projects, developing and tracking budgets, serving as the main point of contact for the client and subject matter experts, ensuring the quality of all deliverables.The MLS TL supports team members, clients and stakeholders to ensure programs are executed on time, within budget and at the client’s quality expectations. The position will report directly to the Managed Learning Services Manager
ResponsibilitiesServe as a Learning Experience Designer learning advisor/strategic consultant in client-facing programsResponsible for centralizing all requests, manage team members’ allocation and provide execution visibility and updatesAccountable for ensuring that workload estimations created by the learning experience designers are accurate and realisticAccountable for ensuring deliverables are meeting design and development quality standardsAccountable for ensuring that Client/SMEs review deliverables for approvalResponsible for uploading deliverables to LMS Admin platf7ormCoordinate with Training Transformation and stakeholders to align with processes and procedures, metrics, and performance targets of the team.Collaborate and liaison between Training Transformation and the client to craft learning strategies that align with TELUS Digital and/or client’s business goals.Responsible in providing direction and support to the learning experience designers to ensure adherence to the scoped projectResponsible for the approvals for dedicated resources recruiting and onboarding efforts, as well as monitor maintaining healthy ratios for programs and support structureWork with MLS leadership to provide development opportunities and create a pool of talent in anticipation for organic growth within accountsCoach and develop team members to performance. Provide timely and relevant feedback, keep a record of feedback through Workday and ensure proper actions are in place to address performance gaps in collaboration with the MLS ManagerResponsible for the approval of job profiles, task outlines and administrative tasks relevant to the programHandle escalations and ensure proper actions are in place to close performance gaps.Identify new ways to provide (and extract) additional value from clientsBuild alliances and partnerships with other internal organizations, collaborate with program leads to ensure programs and learning solutions align with defined competency frameworks and internal processes and tools.Responsible for the evaluation of MLS-created program effectiveness, reporting to both Training Transformation leadership and clients the impact on behavior, performance, ROI, etcResponsible for tracking and maintaining the profitability of the accounts or programs by making sure that client KPIs, goals, and targets are met.Develops, implements, administers, and/or monitors Training Transformation policies, procedures and practices. Ensures they are enforced and approves exceptions as appropriate.Act as primary contact for MLS learning programs to ensure continuity of program development, deliver regular status updates to both client and MLS leadershipOther duties as needed to support the programs offered by the Training Transformation organizationValidate and approve team member time tracking to drive accurate client invoicing
Skills :Understanding of competency frameworks and learning evaluation models (e.g.,Ability to communicate clearly and concisely across multiple levels within the company.Able to work with teams of a minimum of 8 team members.Develop networks and identify resources as and when necessaryLeadership Skills.Coaching SkillsKnowledge :B2 English - RequiredAdvanced Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail) - RequiredStrong reporting and analysis skills (flowcharts, daily attendance reports and scorecards) - RequiredProficiency in Learning Experience Design (LXD) tools and methodologies - RequiredStrong understanding of instructional design principles, adult learning theories, and training needs analysis (TNA) - RequiredExperience with LMS platforms (administration, uploading, and managing content) - RequiredProficiency in effort estimation, project scoping, and workload managementFamiliarity with e-learning authoring tools (Articulate, Gsuite) - RequiredProficiency in reporting tools and performance tracking (e.g., Workday, dashboards)Studies and Experience:2-3 years of experience in external Client/Stakeholder Management - Required3–5 years of experience in Learning Experience Design, Instructional Design, or a related learning & development role - Required2–3 years of experience in a leadership, supervisory, or team lead capacity - DesirableExperience with LMS administration and content management platformsDemonstrated experience in workforce planning, resource allocation, and talent managementThree years of experience is a must:Knowledge of leading practices in the area of focus, including performance, coaching, change management, teaming, leadership development, and learning designMust be detail-oriented with a concern for quality expressed by continually initiating program and process improvementsDemonstrated experience effectively managing complex accounts or projectsAdept at handling sensitive information in a confidential mannerExperience describing and documenting project or client requirements