Language & Communications Facilitator - TELUS Digital Xela

Position Overview:
The Language & Communications Facilitator is responsible for delivering language and communication training designed to improve the English proficiency of TELUS Digital Central America Team Members. This role supports business and operational needs through language training, coaching sessions, and targeted learning initiatives. The facilitator delivers training entirely in English, with a strong focus on improving participants’ pronunciation and accent, grammar, communication, and customer service skills. The role also provides ongoing coaching and support to help Team Members strengthen their language skills and apply them effectively in their day-to-day responsibilities. Language & Communications Facilitators are expected to deliver high-quality training and achieve measurable results within established timelines, ensuring alignment with departmental goals and performance targets.
Key responsibilities:

Provide ongoing English language reinforcement and support to participants based on their individual learning needs. Evaluate participants’ language performance and progress to identify areas of improvement and measure training effectiveness.Develop and implement targeted action plans for specific language skills, topics, or performance areas that require additional reinforcement.Coordinate all logistical aspects required to deliver effective training, including reserving training spaces, arranging audiovisual equipment, and ensuring timely and clear communication with participants and relevant stakeholders.Coordinate with Language Academy students and other stakeholders, when needed, to ensure training activities are properly organized and aligned with operational and departmental requirements.

Mandatory Requirements:
Minimum 6 months of experience working in the BPO industry Minimum 6 months of teaching experience Schedule flexibility Availability to work on-site
Core competencies:
Focusing on customers: Identifying needs, developing relationships, developing solutions Giving Support: understanding people, teamwork, valuing individuals Managing self-development: learning from experience, making room for the “New”, being self-aware Embracing technology: using technology, identifying new users Providing leadership: Making decisions, directing people, empowering individuals Building effective teams: Forming teams, creating shared purpose, identifying talent needsManaging stakeholders: Understanding stakeholders, maintaining relationships, achieving beneficial outcomesLeading change: Identifying change needs, driving change, addressing concerns
Functional competencies:
Native or near native English Speakers - CEFR C1 or above - RequiredOral and written comprehension.Appropriate use of language.Effective verbal and written communication skillsGoogle Apps for Work (G Suite) - Excel and Google Sheets knowledge - DesirableExcel and Google Sheets knowledge - DesirableStrong presentation and public speaking skillsGeneral knowledge of adult learning principles and facilitation techniquesAbility to manage group dynamics and create inclusive learning environmentsUnderstanding of language assessment and feedback methodsAbility to develop clear, engaging, and effective training materials in multiple formats that support diverse learning styles and proficiency levels Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement
Qualifications:BA/BS degree preferably in Educational Sciences, Communications, Business Administration, or related Experience as a Teacher or TrainerExperience in Customer Service