Learning Services & Customer Experience Manager

Basic Information

Ref Number: Req_00142943
Primary Location: Iloilo Pavia
Country: Philippines

Description And Requirements

Internal Customers: TI Operations
External Customers: TI Clients
Work Experience: External candidates: At least 6 years working experience in a call center, at least 5 years within the quality or learning services space, and 2 years as a manager with impeccable performance.
Technical Skills: Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, Project Management skills, and MS Office.
Other Skills: Good verbal and written communication skills.

Position Summary

The Learning Services Customer Experience Manager is responsible for the design, development, and delivery of strategic and tactical leadership, management, and professional development training programs for CSR. The Training Manager is in charge of administering the training programs within an account to ensure high level customer experience and client policy adherence. Oversees CE Team Leaders and LS Team Leaders to ensure tasks/responsibilities are carried out effectively and efficiently. Designs and implements career development plans for each role to ensure maximum client, operational, and personal effectiveness. Responsible for final analysis, review, and approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 1000 frontline FTEs.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

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