Trainer Leadership Development

Job Summary :

The Frontline Leadership Development Trainer is a key player to iQor and T-Mobile in supporting the development and onboarding of frontline leaders within the site through program facilitation, follow-through with coaching and huddle observations and performance-based feedback.

Responsibilities :

• 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.
• Evaluate training effectiveness through observations and feedback.
• Observe huddle materials and generate insights based on observations ensuring materials identified to have maximum impact by the Readiness
• Team are discussed. Ensure coach huddle facilitation and coaching meets expectations by providing appreciative and constructive feedback based on observations.
• Project manage learning and development initiatives providing a critical eye to ensure content is effective.
• Collaborate with the site FLDM to design programs and develop other interventions to support behavioral change and drive performance improvement.
• Collaborate with the site FLDM to identify training opportunities and provide regular updates to leadership on progress, changes, and results achieved.
• Work with the iQor FLD Team from across all sites to help develop, implement and be calibrated with companywide T-Mobile initiatives and leadership programs.
• Becomes subject matter expert on the product and line of business.
• Listen to target calls and track performance and trends in order to provide effective feedback to operations.
• Collaborates with Training to manage mentors to provide support and feedback to new hires.
• Works with the site FLDM to leverage the different coaching and development iLead, sQan, Valdi, Amplifai, etc and provides feedback to stakeholders to improve these tools.

Skills Requirements :

Ability to deliver content to leaders with the call center environment.

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.