Basic Information

Ref Number


Primary Location




Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

Overview of tasks:

  • Oversee performance of the trainers, performance of new hire onboarding, and reporting 
  • Represent Training team business reviews and report on progress and performance to all stakeholders
  • Develop proactive training strategies to improve quality metrics of the agents
  • Perform root cause analysis of the accuracy of new hire performance during the onboarding  process. 
  • Assess mid and low quartile knowledge gaps in order to recommend targeted training  needs, and provide improvement recommendations for any training material or policy 
  • Oversee certification of the Training team
  • Conduct monthly class observations of the trainers
  • Ensure adherence of Training Team Key Performance Indicators
  • Attend all Train the Trainers and training related meetings with training team
  • Support the planning, scheduling, and coordination of all required training for their site
  • Manage all aspects of the training program including planning, design, development,  implementation, delivery and evaluation
  • Identify appropriate training curricula for strategic training initiatives, ensuring that training is  appropriate to the training audience and designed to fulfill requirements with the optimal  delivery methodology
  • Ensure complete, accurate and timely data collection and communication by trainers
  • Monitor new hire knowledge before and after training to help determine follow-up training  required 
  • Participate in Quality Improvement plans and syncs
  • Providing mentorship, guidance and development to the training team
  • Establishing team goals and working with direct reports on strategies for results development

What we expect:

  • Fluent English communication skills at least on a C1 level
  • Minimum 2 years of managerial experience
  • Excellent presentation skills
  • Problem-solving, strong communication, stakeholder management, project management, resource management
  • Background in training preferred
  • High level of energy, drive, enthusiasm, initiative and commitment 
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple  sites/teams 
  • Demonstrate a strong ability to understand and anticipate the needs and expectations of clients. Engage in active listening to fully grasp their objectives, challenges and desired outcomes
  • Proven track record of collaborating with cross-functional groups to produce results
  • Passion for ensuring a world class support experience for our community
  • Ability to perform under pressure and pivot at short notice
  • Previous experience in leading trainings and experience with development skill set

What we offer:

  • Fixed remuneration 
  • Challenging and varied activities
  • Opportunity to grow with us and help shape the development of a new location right from the start
  • Advancement opportunities in our international company
  • Lots of benefits, including private health insurance, complimentary drinks and snacks
  • Highly motivated and dedicated team with flat hierarchies and informal work culture
  • Modern working environment including generous leisure areas

Join our Team and apply now!

Our recruiting team will gladly answer all your questions at +371 63 99 5106.

We are looking forward to your informative application.

Haven't found what you're looking for? Further interesting job opportunities can be found here.

About us: Since our founding in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS International. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.


Additional Job Description

Are you ready to accelerate your career? Join us as a Training Manager! The position is an exciting opportunity for a Training Manager expert with prior experience. A career at TELUS International will give you the opportunity to support the growth of our location in Riga for a well-known social media brand.

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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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