Training Manager

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Employer: TELUS International Europe
  • Quality Control
  • Customer Support - Client Service
  • Education - Training
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Updated at: 02.12.2016
    Short company description

    TELUS International Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

    TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections. For more information, please visit:



    - Excellent level of English and French
    - Availability to work on an afternoon schedule 16:00 to 00:30, Monday to Friday
    - Minimum one year experience in training management
    - Leadership skills, ability to support and motivate the teams in reaching their targets
    - Coaching oriented, focus on developing the skills of the team members
    - Results oriented: experience in driving CSAT & NPS scores (performing root cause analysis, creating and following up on improvement action plans)
    - Great communication skills, ability to create and maintain meaningful partnerships with internal and external partners



    - Support the achievement of our Quality and Training objectives
    - Support the professional development and goal achievement of a team of multilingual Quality Specialists and Trainers
    - Contribute effectively to the development of the relationship with TI partners through proactive and professional communication
    - Consolidate meaningful reportings, perform root cause analysis and follow-up the implementation of improvement action plans
    - Collaborate effectively with internal and external partners, support our coaching philosophy

    Other info

    What we offer:

    Stable job - we offer permanent labor contracts
    International career - we offer regular training and international career opportunities
    Multilingual exposure - we serve international clients daily – join us and improve your spoken and written language skills with native speakers
    Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
    Community projects - we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!