SUMMARY? The Leadership Trainer is responsible for the development and facilitation of leadership training programs aimed at achieving performance objectives for the Delivery Org. This role supports departmental quality goals, initiatives, and the continuing education of the Delivery Org. The Leadership Trainer will train on best practices, processes, and procedures to strengthen our leadership team, supporting both agents and clients. This role is crucial for ongoing professional development within Delivery and involves maintaining and expanding our leadership curriculum, working closely with the Process Documentation and Content Creation team, and presenting updates and analysis to upper management
PRIMARY RESPONSIBILITIES? Training and Coaching: Train and coach new and existing leaders globally, focusing on best practices, processes, and procedures. Performance Evaluation: Assist in evaluating individual leader performance to identify and close knowledge gaps. Curriculum Development: Create and facilitate continuing education training sessions, cross-training, refresher, and upskilling training for leaders. Relationship Building: Build and sustain strong relationships with cross-functional departments to aid in training creation, review, or facilitation. Event Organization: Organize training events, assist with new hire sessions, and manage logistics. Conflict Resolution: Manage real-time solutions and set clear expectations for resolution plans, including diffusing highly emotional situations. Innovation: Develop innovative and thorough training sessions using various methods and approaches. Process Improvement: Identify process, training, or product gaps and work with leadership and internal teams to close them. Reporting: Execute training team reporting requests and manage tasks related to RealPage University. REQUIRED KNOWLEDGE/SKILLS/ABILITIES 5 years of overall work experience 3 years of experience leading a team A known and trusted Leader within Delivery Expert knowledge of customer care processes and techniques with excellent attention to detail. Proven ability to achieve and maintain departmental quality standards. Professional demeanor, dependable and able to maintain confidential information. Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction. Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others. Must communicate effectively with agents, trainers, management, internal departments and clients. Experienced in MS Office applications (Word, Outlook, PowerPoint, and Excel) Demonstrated ability to rapidly gain knowledge and effectively communicate it to Leaders. Flexible, detailed, and able to successfully adapt to change. Proven ability to multi-task and deal with a variety of unrelated issues simultaneously Experience in helping create and implement agent development/action plans Ability to work independently Able to motivate Leaders and maintain a positive attitude. PREFERRED KNOWLEDGE/SKILLS/ABILITIES Leadership Experience: Minimum of 3 years of experience leading a team. Training Expertise: Proven ability to create and facilitate training programs. Communication Skills: Strong verbal and written communication skills, including excellent grammar and sentence construction. Analytical Skills: Exceptional analytical, listening, leadership, and interpersonal communication skills. Technical Proficiency: Experienced in MS Office applications (Word, Outlook, PowerPoint, and Excel). Adaptability: Flexible, detailed, and able to successfully adapt to change. Motivational Skills: Ability to motivate leaders and maintain a positive attitude. Must be willing to work in a fixed night shift schedule Must be flexible in terms of work arrangement (Work On Site, Home or Hybrid) PREFERRED KNOWLEDGE/SKILLS/ABILITIES LMS Experience: Experience with Adobe Captivate and Creative Suite products for LMS course creation. Public Speaking: Training, presentation, and public speaking experience. Consulting Skills: Experience influencing and consulting leadership peers. Project Management: Project management experience.