Role Summary
We are seeking a highly motivated and detail-oriented Leadership Development Coordinator to play a pivotal role in fostering the growth and development of our call center leadership employees. This position requires a dynamic individual with a passion for Operational Leadership Development, an aptitude for delivering engaging remote training sessions, and the ability to ensure robust post-training follow-through. The ideal candidate will also oversee the management of self-paced learning modules within our Leadership Academy (LMS).
Key Responsibilities:
· Training Facilitation:
o Facilitate engaging and impactful remote training sessions for call center leadership employees across a global audience.
o Deliver content that equips leaders with the skills and tools necessary to excel in their roles and drive team performance.
o Adjust facilitation styles to accommodate diverse audiences and learning preferences.
· Post-Training Audits and Continuous Development:
o Conduct detailed post-training audits to assess knowledge retention, application, and overall program effectiveness.
o Provide actionable feedback and recommendations to participants and leadership teams.
o Develop and implement continuous improvement initiatives to enhance leadership capabilities and program outcomes.
· LMS Administration:
o Oversee the enrollment, tracking, and completion of self-paced leadership development modules in the company’s LMS.
o Monitor progress and generate reports to ensure compliance with learning objectives and timelines.
o Coordinate with internal teams to update and maintain LMS content and user access.
· Stakeholder Collaboration:
o Partner with operational leaders, HR, and training teams to align development initiatives with business goals.
o Serve as a trusted advisor to leadership teams on best practices for ongoing development.
Qualifications/Working knowledge of:
· Proven Operational Leadership experience
o Understanding leadership principles to guide supervisors in managing teams effectively.
o Experience in coaching techniques to help supervisors improve their performance.
o Ability to analyze supervisors' challenges and provide actionable solutions.
o Understanding of performance data to design targeted development strategies.
· Strong analytical skills with the ability to conduct post-training evaluations and deliver actionable insights.
· Excellent communication and presentation skills with the ability to engage in person and remotely.
o Ability to explain concepts clearly and concisely.
o Proficient in both verbal and written communication.
o Active listening to address participants' concerns and questions.
· Proficiency in Microsoft Office Suite and virtual training tools (e.g., Zoom, MS Teams).
o Self-motivated and organized, with keen attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
· Experience with global audiences and understanding of cultural diversity in training.
o Ability to recognize and address the emotional and interpersonal dynamics of a team.
o Empathy and adaptability in handling diverse learner needs and challenges
· Certifications or experience in training, or leadership development (e.g., ATD, CPTM).
Industry
Outsourcing/Offshoring