Position Purpose: Under limited supervision, the Leadership Development Specialist- temporary 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 though 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 through 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. 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. Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA) .
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