Leadership and OD Specialist

Position Purpose:

The Leadership & Organizational Development Specialist is responsible for providing appropriate programming and support for business skills and leadership development to coaches, managers, and functional employees.

This position requires a high level of communication skills, accountability, resourcefulness and the ability to partner with multiple levels of leadership throughout the organization.

This position also requires a comprehensive understanding of adult learning principles and operational and coaching best practices to ensure the application of effective training through operational implementation, including observation and feedback sessions for members of leadership.

Essential Functions and Responsibilities:

Provides appropriate programming for business skills and leadership development including coaches, managers, and functional employees.

• Manages and facilitates frontline leadership programs (i.e. Coach 101, Manager 101, Mentor % of Work Time

• Meets with program owners to cultivate and build relationships. Performs operational needs assessments. Builds, sources, and curates level-specific content to support identified programs and people. 25% of Work Time

• Observes coaching sessions and provide development feedback. Audits coaching for quantitative and qualitative feedback. Facilitates coaching calibration sessions. 20% of Work Time

• Oversees Onboarding and Orientation activities for all coaches, managers, and functional employees in partnership with LOD Manager and Director. 10% of Work Time

• Oversees Afni Orientation for agent audiences in partnership with local HRMs. 5% of Work Time

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Requirements:

Minimum Job Requirements (Education, Experience, Skills)

• Bachelor's degree in training/Development or related field with two to five years' experience in delivery of training materials in the call center industry. BPO experienceis required.

• Amenable to work onsite in Commonwealth Q.C.

• Amenable to work on a fixed night schedule.

• Ability to facilitate classroom experiences through a variety of modalities including synchronous and asynchronous sessions, in-person, virtual, eLearning and mobile delivery leveraging tools and technology as appropriate.

• Ability to build and curate content and curriculum.

• Ability to interview and translate Subject Matter Expertise into career development paths.

• Intimate knowledge and ability to apply key leadership and organizational development models, tools and methodologies required (i.e. Situational Leadership, StrengthsFinder, MBTI, Neuroscience of Leadership, etc.)

• Intimate knowledge of both inbound / outbound processes and key performance indicators with the motivational skills to effectively drive customer and client satisfaction is required.

• Proven operational management / leadership experience preferred

• Ability to manage and implement multiple projects using project management tools/skills preferred.

• Possess 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 in conflict resolution/negotiation, team and consensus building is required.

• Proficiency in communication, planning, leadership, coordinating, and coaching is required.

• The ability to look for and implement solutions that improve performance is required.

• Demonstrated proficiency in MS Office Suite.