Leadership Development Specialist Job Description
Position Purpose :
Under limited supervision, the Leadership Development Specialist is responsible for developing multiple levels of leadership in the operations team, training department and support organizations.
The role is responsible for developing the managers, supervisors, support specialists, program mentors, and high potential agents.
The development activities conducted by this role include training needs analysis, training facilitation, evaluation and post-training support.
This role conducts virtual and in-person development training for global leaders. This role is also in charge of the onboarding of supervisors and trainers, both promoted internally and hired externally.
Moreover, this role is also assigned to work in close partnership with operation and training leaders to drive coaching quality and consistency throughout the organization.
The Leadership Development Specialist must work flexible hours and schedules to meet the needs of various projects.
Essential Functions and Responsibilities :
Training facilitation of various tracks of Leadership Development Training for managers, coaches, trainers and program mentors.
This is done through face-to-face instructor-led and computer-based training and other developmental support activities.
The same is also facilitated virtually for the US leaders. (40%)
Drive Continuum coaching standards through leading coaching calibration and monitoring coaching quality through triad observations and coaching documentation audit with program directors, managers and coaches. (40%)
Support the development of new and outlier leaders in operations by providing real-time support and guidance. (10%)
Conducts training needs assessment, assists in curriculum development evaluates training effectiveness and provides post-training support and continuous development to organizational leaders. (5%)
Partner with operation leaders to drive global operation excellence and ensure various Continuum process alignments relevant to performance management (5%)
Minimum Job Requirements (Education, Experience, Skills) :
A four-year college degree, preferably relevant to training and leadership development or comparable experience
At least two years in supervisory or manager role with in-depth experience in providing performance coaching and developmental feedback, preferably in the call center industry.
Teaching and facilitation skills are highly preferred.
Ability to design, develop, implement, manage, and evaluate training plans, curricula, and methodology for synchronous and asynchronous delivery is preferred.
Ability to manage and implement multiple projects using project management tools / skills is preferred.
Demonstrated leadership experience and the ability to proactively resolve issues and develop employees are preferred.
Presentation experience using flexible delivery methods (lecture, computer-based / assisted, performance, facilitation, cooperative learning, virtual training) and tools is preferred.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse environment are preferred.
Experience working in a Call Center environment is preferred.
Physical Demands : Not applicable.