Basic Information

Ref Number


Primary Location

Ortigas Center



Description and Requirements

Key Responsibilities

·         Design, develop, and manage instructional design projects including all details, such as purpose, learning objectives, project milestones, go/no-go points, and effort estimates for TELUS CLS - TIP

o    Adhere to the standard ADDIE and AGILE methodology, while leveraging best practices in adult learning theories, for instructional design and development

o    Complete analysis of all existing training on the specified topic and identify improvement opportunities to improve learning effectiveness and retention

o    Design, conduct and analyze surveys, tests, interviews, focus groups, observation procedures, sampling techniques, and reports to evaluate learning solutions

o    Develop concise, creative, effective, and high-quality instructional materials. Vary the elements/approach of instructional design to maintain learner engagement and knowledge retention

§  Module deliverables include design documents, objectives, run times, job aids, reinforcement materials, instructor and participant materials that may also be uploaded to the Knowledge Base.

§  Ensure training is innovative, engaging, and appealing to the intended target audience

·         Manage content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness and ensuring final project deliverables are of the highest quality

o    Develop and maintain project plans, schedules, and communications including status reporting, reports, and stakeholder management

o    Identify and manage issues and risks; escalate appropriately to the manager of TIP Managed Learning Services any issues or risks that could severely impact the project cycle

o    Prepare reports by collecting, analyzing, and summarizing data and trends.

o    Work closely with subject matter experts when creating content: secure knowledge transfer, review sessions and approval cycles with TELUS SME

o    Develops and implements strategies to improve the effectiveness of learning modules (both existing and new)

o    Adhere to the GLSS standard project turnaround time of 1:38 (1 hour of training has a maximum 38 hours of design and development effort allocation, which includes discovery call, resource gathering, research, knowledge transfer sessions, process mapping, design, development, client review, and client approval)

·         Develop strong relationships with key stakeholders to enhance long-term communication, effectiveness, and understanding of end-client value propositions.

o    Coordinate and collaborate with key stakeholders such as the client, operations, and training to stay up to date with new processes, regions, and modalities that need IDD support

o    Transition new learning materials to the Knowledge Base writer/Knowledge Base Administrator for Knowledge Base use

o    Schedule weekly calls with client and key stakeholders to provide status updates and discuss weekly milestones; as well as set and confirm priorities with regards to project requirements

o    Develop a network of contacts throughout the organization to determine other TELUS CLS-related opportunities

o    Adhere to expected hours of operations, and work alongside with other TELUS CLS support groups in TIP Discovery Center. 

o    Adhere to expected hours of operations and work-from-home policies during lockdown. 

·         Conduct train the trainer sessions on newly created/updated modules 

·         Available for occasional travel if necessary (GLSS TIP HQ: Discovery or Market Market!)



·         Excellent written and verbal communication skills in English

·         Excellent consultative and communication skills and ability to interface effectively with all levels of employees, management, and external customers 

·         Advanced skills in Microsoft PowerPoint, Word, Google Slides, Google Sheets, and Google Docs

·         Excellent facilitation and presentation skills focused on helping people learn

·         Ability to work independently with limited guidance and demonstrate problem-solving skills

·         Ability to manage scope, time, budget, and collaboration and negotiation with key stakeholders

·         Ability to work and develop positive relationships within a collaborative global environment demonstrating strong interpersonal and teamwork skills

·         Must be open to feedback and coaching coming from peers and immediate manager, as well as other leaders of the organization

·         Must be willing to provide feedback and negotiate TATs to peers and stakeholders

·         Ability to independently perform and complete analysis of existing training materials and to recommend and scope modifications to existing materials while working with aggressive timeframes

·         Ability to identify performance opportunities within existing training design

·         Adhere to established work standards to ensure best in class training deliverables

·         Strong project management, time management, and planning skills

·         Experience with creation of instructor-led training and design of blended learning approach (ILT + Knowledge Base use, ILT + eLearning, etc.)

·         Minimum two years in instructional design / corporate education field, including a combination of training design, development, delivery, and measurement

·         Willing to work in shifting schedules, as requested by primary stakeholders and in accordance with the business need (night shift, mid-shift)

·         Willing to learn or develop skills in using new technologies and methods related to adult learning and instructional design (Content curation, tools, technology, etc)

Strongly preferred

·         Experience or background in the contact center, healthcare industry

·         Bachelor’s degree in Instructional Systems Design, Education, Communication, Organizational Design

·         Knowledge in Successive Approximation Model (SAM), and Integrated Design Model (IDM) 

·         Skills in using Articulate 360, Adobe Captivate 10, HTML, and other video or graphics creation or modification tools

·         Skills in graphic design and video editing 

·         Understanding the big picture of call center performance requirements and design training to meet those needs

Additional Job Description

Job Summary The GLSS - Managed Learning Services Instructional Designer-Developer for TELUS is responsible for translating customer needs into high-impact learning solutions that will improve the skills, knowledge, and performance of employees and leaders in a call center environment. The IDD will utilize instructional design and performance improvement processes to analyze, design, develop, implement, and evaluate instructional materials and performance improvement programs that are aligned with business needs. The instructional designer has ownership of all assigned instructional materials to ensure that instructional quality is built into final project deliverables. The instructional designer designs and develops high-impact learning solutions for multiple delivery methods including instructor-led, web-based, virtual classroom, and blended instruction for a variety of targeted audiences. The instructional designer will work closely with TELUS stakeholders: Client SME, trainers, Knowledge Base writer, Operations stakeholders and reports to the manager of Global Learning Shared Services - Instructional Design. This role will be based in TELUS International Philippines Discovery Center, with occasional travel to other TIP sites such as Market Market! once face-to-face reporting is allowed. During lockdown, all IDDs will be working from home.