Manager Leadership Development

Job Summary : The Frontline Leadership Development Manager is iQor and T-Mobile's first point of contact responsible for developing Customer Care frontline leaders and their support teams.

The FLDMs play a significant role in the organization in doing competency development, performance-based coaching and feedback, and is at the forefront of achieving leadership growth through program facilitation, observations, triads and overall leadership development consultations.

Responsibilities : Act as the main leadership consultant and becomes subject matter expert on the product and line of business to provide necessary developmental support.

Consult and partner with Site Leaders to identify leadership development needs, and interventions to address overall performance gaps.

Collaborate with the SFLDM and site FLDT to design programs and develop other interventions to support behavioral change and drive performance improvement.

Collaborate with the SFLDM and site FLDT to identify training opportunities and provide regular updates to leadership on progress, changes, and results achieved.

Facilitate leadership programs effectively utilizing a variety of delivery methodology including traditional instructor led, co-facilitation, and virtual classes.

Use positive reinforcement and adult learning techniques to promote learning and skill improvement.

Design and facilitate training, effectively utilizing a variety of delivery mechanisms including instructor-led, co-facilitation, and virtual classes to help build bench strength for employees looking to promote to the next level.

Use positive reinforcements and adult learning techniques to promote learning and skill improvement.

Identify training opportunities through working knowledge of the job and Measure training effectiveness by providing continuous Reporting and analysis support of the implemented projects to sustain behavioral change.

Evaluate training effectiveness through observations and feedback.

Develop post training support and reinforcement tools to sustain behavioral change and drive improved performance.

Project manage learning and development initiatives providing a critical eye to ensure content is effective.

Listen to target calls and track performance and trend in order to provide effective feedback to operations .

Collaborate with Training to provide mentor development in order for them to support and give feedback to new hires.

Helps operations to leverage the different coaching and development tools like iLead, sQan, Valdi, AmplifAI, etc. and provides process improvement and usage feedback to stakeholders to help improve those tools.

Work with the iQor FLD Team from across all sites to help develop and implement companywide initiatives and leadership programs.

Skills Requirements : Abilty lead a team of trainers in the delivery of leadership development material.

Able to support Senior Manager.

Education Requirements : Bachelor's Degree, First Degree, Trade / Vocational School certificate or Equivalent required.

Degree in Business Administration, Engineering, Operations Management or related field preferred.

Master's Degree preferred.

Physical Requirements : Occasionally exert up to 10 lbs.

of force to push, pull, lift or otherwise move objects.

Have visual acuity to perform activities such as preparing and analyzing data; and / or viewing a computer terminal.

Speak, type and / or sit for extended periods of time.

Consistent attendance is an essential function of the job.